Customer Service Supervisor

Job Title: Customer Service Supervisor
Reports To: Customer Service Manager
Group/Division: RSD
Position Location: Gothenburg
Number of Direct Reports: 14
Day/Shift (if applicable): Day Shift


Position Summary:
This role is responsible for supervising a team of Customer Service agents to deliver a seamless and high-quality experience for the customer. Working closely with the Customer Service Manager and other team Supervisor you will drive a one team approach to customer support, helping to leverage the team’s full capabilities, ensuring no organization barriers exist and drive efficiencies and service improvements as a result.
People Leadership and Development
· Supervise and coach a team of Customer Service Agents.
· Carry out regular performance reviews and coaching sessions against defined criteria’s
· Proactively manage work patterns and staffing levels to adhere to agreed SLA's
· Be actively involved in the recruitment and selection process of new candidates.
· Work closely with the Customer Service Manager, Training/Quality team and resource planning team to implement the right training and monitoring development plans as a result
· Document and maintain an official works procedure, ensuring all team have received full training and adhere to the departmental processes.
· Working with the resource analyst to ensure appropriate resources are available to cover workflow requirements, overseeing holidays, sickness absence etc.
-Development of a one team culture with the other Customer Service Supervisors and CSM Develop and maintain a positive work environment maintaining the dignity and respect of all team members through active management and appropriate use of capability and disciplinary procedures based on our 4i values.


KPI Development and Service Level Delivery
· Ensure an excellent standard of support to customers and work internally and externally to build the necessary networks to deliver this goal
· Ensure that all requests are processed to agreed SLAs and are tracked with clear KPIs
· Ensure that all customer transactions are executed accurately and in accordance with defined procedures, deadlines and compliant to legislations.
· Ensure an even and appropriate distribution of work across the team to optimise performance and avoid backlogs
· Continually challenge the status quo to improve our customer quality and team efficiency
· Analyse metrics and customer-centric data to develop improvement strategy in accordance with Corporate CAS framework
· Review customer service satisfaction and implement tactical plans to increase customer experience
· Ensure department objectives are achieved in order to deliver a world class customer experience
· Develop an environment of continuous improvement, identifying key areas of improvement which drive customer satisfaction and cost control, making relevant changes to deliver improvements
· Work with the CSM and other Supervisors to ensure cover is provided across all teams where workloads require, supporting the ‘one team’ framework
Minimum Requirements/Qualifications
Strong leadership skills.
Process driven experience.
Experience of managing budgets.
IBS or SAP equivalent experience.
Fluent in English and Swedish.
CVS in English please



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