Customer Service Supervisor

Summary

At Veta Virtual, we’re more than just a customer service provider – we’re revolutionizing the industry with our innovative solutions! Specializing in phone call management for businesses of all sizes, we’re committed to creating exceptional communication experiences for our clients. Now, we’re looking for an amazing Customer Service Supervisor to guide one of our teams of Customer Service Representatives to new heights, ensuring top-tier service and fostering a culture of excellence.

Benefits

• • A fully paid training period to get you started for the role.
• • The flexibility to work remotely, with weekends off.
• • Competitive pay, ranging from $1,400 USD to $1,600 USD per month, depending on experience.
• • 20 paid days off per year.
• • A supportive, growth-oriented team environment.
• • Regular performance reviews, ongoing feedback, and opportunities for professional growth.
• • Company-wide events to foster team connections and celebrate achievements.

Responsibilities

As a Customer Service Supervisor at Veta Virtual, you will play a vital role in guiding, mentoring, and supporting your team to deliver high-quality phone call management services. You will:

• • Lead a team of Customer Service Agents, providing coaching, guidance, and performance feedback.
• • Monitor call quality and ensure strict adherence to company standards and client protocols.
• • Address escalated customer issues, ensuring timely and satisfactory resolutions.
• • Conduct daily check-ins with your team, setting clear goals and addressing any challenges.
• • Lead by example in providing support during peak times by taking calls when needed.
• • Drive continuous improvement initiatives to enhance service quality and team performance.
• • Collaborate with other departments, such as Client Success and Quality Assurance, to ensure a seamless client experience.
• • Facilitate regular team meetings to review performance and identify areas for improvement.
• • Partner with other Supervisors to share best practices and promote consistency across teams.
• • Work closely with management to implement new strategies that boost team efficiency and satisfaction.
• • Exhibit Fearless Integrity by leading with transparency and honesty, especially during challenging situations.
• • Champion a Growth Mindset by fostering continuous learning and skill development within your team.
• • Execute with precision and attention to detail, embodying Mastering Execution in everything you do.
• • Build strong, compassionate connections with your team and clients, demonstrating Connecting with Compassion.
• • Be the dependable leader your team relies on for guidance and support, ensuring Trusted Reliance through consistent, high-quality leadership.
• • Provide real-time feedback and guidance on live calls to improve service delivery.
• • Track and analyze performance data to address individual and team challenges.
• • Assign outbound and client follow-up tasks to CSRs for completion.
• • Prepare performance reports for senior management, highlighting successes and areas for growth.
• • Identify and proactively address areas for operational improvement, whether through small immediate actions or larger proposals for review.
• • Serve as a point of escalation for client and customer concerns, resolving issues and closing tickets promptly.

Desired Traits and Characteristics

• • Growth Mindset: Turning challenges into opportunities.
• • Fearless Integrity: Acting with honesty and transparency.
• • Execution Excellence: Striving for the highest quality.
• • Compassionate Connection: Building meaningful relationships.
• • Reliability and Trust: Being dependable and responsible.

Qualifications

• • +2 years of experience as a Supervisor in Customer Service and proven record of leadership and mentoring skills within your previous/current teams.
• • Strong communication and interpersonal abilities, with a focus on empathetic leadership.
• • A deep understanding of customer service best practices and a commitment to continuous improvement.
• • Proficiency with performance management tools and CRM software.
• • The ability to analyze data and implement strategies for individual and team success.

Additional Information and Instructions

🌟 Very Important Note: During the interview process, our hiring team may ask about these values, so be ready to share how you embody them in your professional life! We’re on the hunt for top performers to join our fantastic team! If you’re applying, we want to see your dedication and passion shine through. Impress us with your enthusiasm in your application and interview, and keep the positive energy going every day you work with us. Ready to make a difference? Apply now! 🚀

About Veta Virtual

At Veta Virtual, we redefine business support by providing tailored solutions across industries like e-commerce, healthcare, and professional services. Since 2021, our people-first approach has enabled us to build meaningful client relationships while delivering excellence. As we continue to grow, we’re looking for driven professionals to join our mission-driven team.

Share This Job