Job Summary

HR Service Jobs is seeking a dedicated and experienced Supervisor for our Customer Care team during the night shift. This role is crucial in ensuring exceptional service delivery and maintaining high customer satisfaction levels. The ideal candidate will lead a team of customer care representatives, manage operations during the night hours, and uphold our commitment to service excellence.

Key Responsibilities

• Oversee and manage the nightly operations of the customer care team, ensuring efficient workflow and service delivery.
• Train, mentor, and support customer care representatives to enhance their skills and performance.
• Monitor team performance metrics and implement strategies to meet or exceed targets.
• Address and resolve complex customer issues escalated by team members.
• Develop and maintain reporting systems to track team performance and customer feedback.
• Collaborate with other departments to enhance service processes and resolve operational challenges.
• Conduct regular team meetings to communicate updates, share best practices, and encourage team cohesion.
• Ensure compliance with company policies, procedures, and customer service standards.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Communications, or a related field.
• Proven experience in customer service, with at least 3 years in a supervisory or leadership role.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions to improve service outcomes.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.

Experience

• Minimum of 3 years of experience in a customer service environment, with at least 1 year in a supervisory capacity.
• Experience in managing night shifts or flexible hours is highly desirable.
• Background in sectors such as telecommunications, retail, or technology is a plus.

Working Hours

• Night shift position: Monday to Friday, 10 PM to 6 AM (with occasional weekends as required).

Knowledge, Skills, and Abilities

• Strong leadership and motivational skills to foster a positive team environment.
• Ability to manage multiple priorities and adapt to changing circumstances.
• High level of emotional intelligence to navigate customer interactions and team dynamics.
• Proficient problem-solving skills to address customer inquiries effectively and efficiently.
• Familiarity with industry trends and best practices in customer service.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Paid time off and company holidays.
• Opportunities for professional development and career advancement.
• Employee wellness programs and initiatives.

Why Join

At HR Service Jobs, we prioritize our employees growth and well-being. We foster a dynamic work environment that encourages collaboration, innovation, and a commitment to excellence. Joining our team means becoming part of a company that values diversity, inclusivity, and the development of its workforce.

How to Apply

Interested candidates are invited to submit their resume and a cover letter outlining their relevant experience and motivation for applying to us. Applications will be accepted until closing date. We thank all applicants for their interest; however, only those selected for an interview will be contacted.