Service Specialist Supervisor

About the role

Service Specialist Supervisor is responsible for leading and motivating a high‑performing customer service team in a call‑center environment, ensuring service quality, productivity and adherence to company standards.

Key responsibilities

• Coach, motivate and manage a team of service agents.
• Monitor calls, handling statistics, survey scores, QA and agent productivity.
• Manage attendance, absence and attrition in line with company policies.
• Complete administrative tasks and record‑keeping within established timelines.
• Identify and address performance issues, using improvement plans when needed.
• Conduct team huddles and maintain communication with management and other departments.
• Provide coaching and training to foster continuous improvement.
• Maintain subject‑matter expertise on products, policies, procedures and technology.
• Take calls as assigned to support during high‑volume periods.

Required profile

• Bachelor’s degree in Business Administration, Management, Hospitality, Communications or related field.
• At least 3 years of experience, including 1 year in a supervisory role.
• Strong coaching and team‑building abilities.
• Excellent verbal and written communication skills in English.
• Ability to prioritize tasks in a fast‑paced, high‑growth environment.