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Job Description Customer Service Supervisors are tasked with ensuring that productivity, quality, and service level goals for their teams are achieved. They communicate policies, procedures, and objectives for proper escalation handling/resolution by their Team. In addition to Escalations support responsibilities, the Customer Service Supervisor is responsible for leading a team of customer service personnel who provide support for products, and services.Job Responsibilities:• Assisting in the setting of targets/goals for individuals as well as for teams.• Answering the queries of staff and providing guidance and timely feedback.• Hiring and onboarding new employees.• Reporting upper management on problems and issues.• Preparing performance reports on a daily, and weekly basis.• Measuring performance using the related key metrics.• Ensuring adherence to the company’s policies as well as established procedures for call attendance.• Anticipating escalation and taking over calls whenever needed.• Devising ways of optimizing procedures and keeping staff motivated.Working hours: • Normal Shift, Sat - Wednesday 9 - 18, Thursday 9 - 13• Available during off-shift hours, Time-flexibility is a must.Education:• General Fields of study.Skills and Qualifications:• Prior experience as a customer service supervisor.• Extensive knowledge of customer service procedures and principles.• Experience with MS Office, especially MS Excel.• With a results-oriented attitude.• Excellent leadership and negotiation skills.• Ability to perform under pressure while working in a fast-paced environment.• Strong communication skills with proficiency in English.• Excellent management and organizational skills.