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DATE ADDED: Sat 13/10/2018

Customer Service Call Center Supervisor – Night Shift

New York, USA


Job Description

Rapidly-expanding company seeks an experienced Customer Service Call Center Supervisor to help bring our top-notch customer service to an even higher level. You will work the night shift and earn a top salary plus be eligible for a great benefits package upon direct hire.

As our Customer Service Supervisor, you will be part of a supervisory team responsible for ensuring the department is running smoothly and efficiently and that all shifts are staffed and trained. In addition, you will be responsible for:

  • Delegating tasks to a pool of up to 25 customer service reps (a blend of internal and external).
  • Handling escalated calls from our customer and merchant base and providing superb customer satisfaction
  • Coaching and mentoring a small team of CSR’s during one-on-one sessions.
  • Simultaneously monitoring call queues, live chat queues, and incoming customer tickets
  • Enforcing department protocols, rules, and regulations
  • Proving real-time feedback and communication to the offshore customer service team, internal Tier 2 customer service team, management, and technical departments.

In order to be considered, we require you to have at least 2+ years’ supervisory experience managing a small team at a customer service or call center. In addition, we require:

  • The ability to anticipate and react to volume spikes and to act accordingly
  • Experience with Zen Desk or Kustomer a plus
  • Strong leadership and motivational skills
  • Expert at Google Drive/Google docs
  • A Bachelor’s Degree is preferred
  • Exceptional writing and editing skills
  • Previous experience with Vonage telecom systems is a plus

If you have natural leadership qualities along with a passion for teaching and motivating employees to reach the height of their potential, then we want to meet with you now!


Company Description
EFRO is a full service staffing firm offering consultative outsourcing services.

Role: Customer Service Call Center Supervisor – Night Shift
Job Type:
Location: New York,

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