Customer Service Supervisor

About the role

The Customer Service Supervisor leads daily operations across multiple service channels, including call center, front counter, and back‑office support. You will ensure high‑quality service delivery, coach staff, and uphold NTTA’s mission and values.

Key responsibilities

• Ensure Service Level Agreements (SLAs) are consistently met.
• Resolve escalated customer issues and handle complex interactions.
• Coach and evaluate customer service representatives, conduct performance appraisals, and deliver regular feedback.
• Monitor quality and performance metrics, conduct call monitoring, and manage workforce scheduling.
• Analyze daily reports, maintain productivity spreadsheets, and provide statistical insights to management.
• Develop and implement employee recognition programs and continuous improvement initiatives.
• Collaborate with Workforce Management, manage vendor relationships, and support other departments as needed.
• Maintain accurate employee and customer records while ensuring confidentiality.

Required profile

• Eligibility to work lawfully in the United States without H‑1B sponsorship.
• Proven leadership experience in a multi‑channel customer service environment.
• Strong analytical abilities to interpret performance data and adjust staffing.
• Excellent communication skills for coaching, feedback, and cross‑functional collaboration.
• Ability to make timely decisions and enforce consistent policies.

Required skills

What we offer

• Competitive salary range from $58,094 to $76,440 annually.
• Opportunities for professional growth within a mission‑driven organization.