Customer Service Supervisor

Responsibilities

• Manage all activities related to the company’s customer service, especially in a financial environment.
• Coordinate and supervise customer service teams, ensuring a productive and collaborative environment.
• Set clear goals and expectations (SMART objectives) for the team.
• Conduct individual feedback sessions to guide, recognize and develop team members.
• Hold follow-up meetings with the team and managers.
• Prepare and present status reports, customer service KPIs and customer satisfaction metrics.
• Organize and manage service schedules, ensuring appropriate coverage.
• Oversee customer service operations across phone, chat, email and other communication channels.
• Conduct quality audits and analyze service recordings.
• Develop and deliver training to improve the team’s technical and behavioral skills.

Qualifications

• Proven experience supervising customer service teams
• Excellent communication and interpersonal skills
• Knowledge of customer service systems and CRM tools
• Certifications in the financial field (such as CPA-10, CPA-20, CEA or similar) - Preferred
• Previous experience at financial institutions or financial services companies - Preferred
• Knowledge of compliance standards and financial market regulations - Preferred
• Proficiency in data analysis and experience with BI tools - Preferred