Customer Service Supervisor

Highly regarded organization in greater Philadelphia is seeking a Customer Service Lead for a possible temporary opportunity. This role is on-site and will begin immediately.
RESPONSIBILITIES:
• Collaborate with the marketing team to analyze and develop promotions aimed at increasing overall sales and channel volume.
• Collaborate with cross functional departments on DTC customer service programs
• Develop and mentor the team to enhance the call center’s performance and deliver best in class customer service experience
• Lead the team in providing responses through SMS, chat, email, and phone
• Assist in training, workforce management, and budget management for the team.
• Maintain optimal performance and sales levels while consistently adhering to Lenox’s highest quality standards.
• Support the customer service process and communicate with both the Lenox team and end consumers in a professional manner.
• Track and analyze Call Center performance against service goals/metrics; provide regular reports to management and business unit customers regarding performance relative to goals, along with recommended actions.
• Establish and ensure compliance with standard practices and processes in the call center; be responsible for implementing best operational practices and process improvements.
• Prepare team reports and analyze performance statistics.
• Build a team environment through regular contact, training, communication, and meetings with staff and team members.
• Act as the point of contact for escalated customer issues, ensuring resolution to customer satisfaction.
• Hold all employees accountable for achieving stated goals, administering corrective action via performance plans when goals are not met, and providing timely recognition when goals are achieved.
• Perform other duties as assigned.

MUST REQUIREMENTS:
• A minimum of 5-7 years of previous supervisory or management experience.
• Ability to work flexible hours as needed, including days, evenings, rotating Saturdays and weekends, holidays, and additional hours when required.
• Strong interpersonal, writing, and problem-solving skills.
• Capability to lead and coach multiple teams while handling various issues simultaneously.
• Ability to promote teamwork and foster high employee morale.
• Strong listening skills.
For immediate consideration please call the Trevose PA office of Robert Half at 215-244-1551. Thank you!

Qualifications:

• At least 2 years of experience in customer service leadership, with prior supervisory or management responsibility in a call center or similar environment preferred.
• Demonstrated ability to oversee team performance, coach employees, and manage multiple priorities in a fast-paced setting.
• Strong background in customer service operations, including call center support, service quality, and team supervision.
• Effective verbal and written communication skills with the ability to build relationships across departments.
• Sound judgment and problem-solving ability when handling customer concerns, team issues, and operational challenges.
• Flexibility to work varied hours, which may include evenings, weekends, rotating Saturdays, holidays, and additional time as needed.
• Proven ability to encourage collaboration, accountability, and strong morale within a customer-focused team.

Compensation

Based on experience

About Us

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Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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