Job Information
Robert Half Customer Service Supervisor in Albany, New York
Description
We are hiring multiple Customer Service Managers in the Albany, NY area. This is a temp to hire job opportunity.
Responsibilities:
Lead and supervise a team of 12-16 customer service agents, providing mentorship, development, and regular feedback on both individual and team performance.
Monitor call volumes and analyze performance statistics to maintain quality service.
Assist with training new staff and provide ongoing refresher training as needed.
Handle escalated customer calls to resolve complex issues.
Keep call center tracking tools and reports updated.
Participate in call center audits and quality assurance checks.
Prepare and maintain operating procedures and departmental control documents.
Identify and recommend process improvements to boost performance.
Conduct quarterly performance reviews for team members.
Meet one-on-one with each team member bi-weekly to discuss performance and goals.
Track and report daily, weekly, monthly, and quarterly Key Performance Indicators (KPIs) for Customer Service Representatives (CSRs).
Hold monthly team meetings.
Attend external meetings as required.
Requirements
Required Skills:
Effective Communication: Share information clearly and foster open dialogue.
Technical Expertise: Proficient with relevant systems and job tasks.
Leadership Skills: Confidently lead, inspire trust, and respect.
Organizational Skills: Prioritize tasks to meet business goals efficiently.
Adaptability: Embrace and implement change effectively.
People Skills: Strong mentoring and coaching abilities.
Judgment: Use knowledge and analysis to make sound decisions.
Microsoft Office: Proficiency in Excel and Word.
Initiative and Prioritization: Ability to manage tasks and meet deadlines.
Customer Service: Excellent interpersonal and service skills.
Communication Skills: Strong oral and written communication abilities.
Qualifications:
Bachelor’s Degree preferred.
Minimum 2 years supervising staff, with 1-3 years in a call center setting.
5+ years of relevant experience.
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.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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