Customer Service Supervisor

Coordinate and supervise the shift, providing an interface to the customer and following up with operations to address customer issues. Execute daily customer contract requirements, interact with customer groups for first-line escalation, and ensure necessary documentation is completed and filed. Lead support staff to increase productivity via improved work processes and associate development, while administering associate recognition programs as outlined in company guidelines. Manage and assist support staff in fulfilling daily business requirements, evaluate performance variances to identify root cause, and implement approved corrective action plans. Ensure shift/daily/weekly workload planning and volume forecasting routines are accomplished.