Customer Service Center Supervisor at WSP in the U.S. in Oakland, CA

Summary: WSP USA is one of the world's leading engineering and professional services firms, and they are seeking a Customer Service Center Supervisor to oversee the day-to-day operations of their Customer Service Center. The Supervisor will manage a team of Customer Service Agents, ensuring customer service standards are met and operational goals are achieved, while also handling escalated customer issues and providing ongoing team support. Responsibilities: - Supervise, coordinate, and schedule the activities of customer service representatives and leads - Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training - Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI) - Resolve customer disputes with upset/escalated customers. Answer questions and recommend corrective services to address customer complaints and research resolutions and/or redirect issues when appropriate - Process quality checks on daily work for Customer Service Representatives and provide immediate coaching, refresher training, and feedback on processes - Review productivity metrics to identify anomalies and trends and proactively address relevant issues - Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures - Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques - Provide employee development where needed to ensure all staff meet all minimum performance requirements. Deliver corrective action and/or disciplinary measures when needed to staff. Monitor and provide constant feedback on career path development for staff - Perform various projects assigned by the CSC Operations Manager such as end-of-day procedures, call audits, service recovery, email stats, and miscellaneous reporting - Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine the best course of action to fill resource needs/maintain service levels - Provide real-time status anomalies to operations - Track, report, and call out real-time adherence issues - Provide shift reports to management with the service level and abandon rate explanations for any day where KPIs are missed - Build strong interpersonal relationships with internal clients - Work independently and in a team environment - Determine operational objectives by studying business functions, gathering information, evaluating output requirements and formats - Recommend system improvements by studying current practices and system functions - Troubleshoot and document operational, process, and system defects - Manage timely flow of business intelligence information to users - May be assigned additional duties as needed to support the operations of the CSC Required Qualifications: - Ability to analyze and interpret moderately complex data using workforce management software - Ability to work with peers and other teams to achieve performance goals and objectives - Proficient personal computer skills including Microsoft Office - Ability to communicate effectively with all levels of management and company personnel - Ability to prioritize and organize work in a multitasked environment - Ability to make decisions and solve problems under pressure - Ability to perform in a fast-paced and dynamic work environment - Ability to maintain the highest level of confidentiality and professionalism - Knowledge of card order processing and fulfillment - Excellent oral/written communication skills are required, including demonstrated ability to package analytical results into an executive summary and present them to senior leadership - Experience with MS Word, Excel, and PowerPoint required; experience with other MS Office products such as Visio and Access a plus - High School Diploma or General Education (GED) - Some college classes or college degree - One (1) year or more of customer service experience required Preferred Qualifications: - Experience in managing within a transportation environment is preferred - One (1) year Lead or Supervisor experience preferred - Bilingual in Spanish is a plus - Bilingual in Mandarin/Cantonese is a plus Required Skills: Customer service management, Data analysis, Workforce management software Important Skills: Microsoft Office, Bilingual in Spanish, Bilingual in Mandarin/Cantonese Nice-to-Have Skills: Coaching, development Benefits: Coverage related to medical, dental, vision, disability, and life, Retirement savings, Paid sick leave, Paid vacation (or other personal time), Paid parental leave, Paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings