Embedded Customer Service Supervisor

Job Description
We are looking for an experienced and motivated Customer Service Supervisor to join our client’s embedded team within a rapidly evolving Global Security Operations Center (GSOC). In this role, your mission will be to oversee and improve response times while ensuring a high-quality experience for our employees, stakeholders, and partners. Through strategic leadership, meticulous data analysis, and continuous process improvement, you will guide your team to achieve and exceed performance metrics, fostering an environment of excellence and responsiveness. You will be accountable for leading the overall performance of your team in escalating, resolving, and documenting customer inquiries and notifications. This position is for a day shift 5x8 schedule onsite in Seattle.
Key responsibilities:
Crisis Management:
Respond promptly and effectively to escalated issues, ensuring timely resolution and maintain customer safety, trust, and satisfaction.
Team Leadership:
Lead and motivate a multi-modal contact center team, fostering a positive work environment, encouraging professional growth, and ensuring high level of team engagement and morale.
Operational Support:
Monitor, analyze, and optimize Average Speed to Answer and First Call Resolution metrics to meet or exceed established performance targets. Implement strategies to reduce wait times and improve customer service efficiency.
Data-Driven Decisions:
Use data and analytics to inform queue management decisions and operational improvements.
Continuous Improvement:
Collaborate with the Operations Manager to identify, recommend, and implement process change and quality improvements. Promote a culture of excellence and continuous learning.
Quality Control:
Oversee and ensure the quality of customer interactions and adherence to protocols. Address and resolve issues related to service quality.
Stakeholder Communications:
Maintain effective communication with all relevant stakeholders, including providing updates, insights, and reports on incidents, team performance and customer service metrics.
Basic Qualifications:
Bachelor’s degree or equivalent experience
Previous GSOC Security
2+ years of experience in a leadership role
Willingness to work outside of the "
Standard"
workday to interface with team members on other shifts and/or in other time zones
Preferred Qualifications:
Master’s degree or MBA
Lean/Six Sigma
Experience managing a customer service contact center
Strong interpersonal communication and presentation skills
Experience with Connect contact center platform
Able to prioritize in complex, fast-paced environment
Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
Experience and proficiency in effective written and verbal communication