Customer Service Supervisor

Job Description

Customer Service Supervisor | Tetra Tech

The Tone:
This is a temporary, project-based role with Tetra Tech, located in Maitland, Florida, which may be performed remotely. Tetra Tech combines global resources with local delivery, providing smart, scalable solutions for challenging projects in water, environment, infrastructure, resource management, energy, and international development. This role is crucial for ensuring residents and customers receive clear, professional, and compassionate support while navigating program services, thereby strengthening trust in Tetra Tech and client programs.

The TL;DR
• Role: Temporary, project-based, “as needed”
• Type: Temporary
• Location: Hybrid – Maitland, Florida

• Team: Leads a team of customer service representatives, reporting to the Call Center Manager.
• Mission: Oversee a team of customer service agents to ensure high-quality assistance and support to customers.
• Tech Stack: Call center software and technology

What You’ll Actually Do
• Team Supervision: Supervise the daily activities of customer service representatives to ensure efficient and effective service delivery, including shift scheduling and performance evaluations.
• Training & Development: Implement training programs for new hires and provide refresher training for current staff, identifying skill gaps to foster a continuous learning environment.
• Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to company policies and procedures, analyzing customer feedback for areas of improvement.
• Issue Resolution: Handle escalated customer inquiries and complaints professionally and promptly, coordinating with management as needed and ensuring satisfactory resolution.
• Reporting and Analysis: Prepare daily reports on team performance, customer feedback, and call center service metrics, analyzing data to identify trends and recommend improvements to the Call Center Manager.

The Must-Haves
• Background: High school diploma or equivalent, with a minimum of 3 years of experience in customer service and at least 1 year in a supervisory role.
• Experience: Proven track record of successfully leading a customer service team, proficient in using call center software and technology.
• Skills: Strong leadership and team management abilities, outstanding communication skills, strong problem-solving and conflict-resolution capabilities, and the ability to analyze data for informed decision-making.
• Bonus: An associate’s or bachelor’s degree in Business, Management, or a related field.