[Remote] Customer Service Supervisor-Remote Operations

Note: The job is a remote job and is open to candidates in USA. Southeastrans, Inc. is seeking a Customer Service Supervisor for their Remote Operations team. This role is responsible for overseeing the performance and operational execution of the remote Customer Service team, ensuring service excellence and employee development while achieving key operational objectives.ResponsibilitiesDirectly supervise and develop remote Team Leads and Customer Service RepresentativesConduct weekly one-on-one meetings with Team Leads to review performance, coaching effectiveness, operational challenges, and development opportunitiesLead, coach, and mentor employees to achieve departmental, contractual, and organizational goalsMonitor and manage employee performance, including quality, productivity, attendance, schedule adherence, customer experience, and other operational metricsEnsure compliance with company policies, procedures, contractual obligations, and departmental expectationsConduct performance reviews, coaching sessions, corrective actions, and other employee-related discussions and documentationPartner with Workforce Management to ensure staffing plans effectively support service level and operational goalsFacilitate team meetings, leadership huddles, and communication sessions to ensure alignment with departmental priorities and initiativesSkillsStrong leadership, coaching, and employee development skillsAbility to effectively lead and manage remote employees and leadersStrong understanding of call center operations, performance metrics, and customer service best practicesExcellent verbal, written, interpersonal, and presentation skillsStrong conflict resolution, problem-solving, and decision-making abilitiesAbility to analyze operational data and identify trends affecting performanceExceptional organizational, time management, and prioritization skillsAbility to manage multiple priorities in a fast-paced environmentStrong computer proficiency, including Microsoft Office applications and call center technologiesAbility to maintain confidentiality and exercise sound judgment when handling employee and operational mattersAbility to build strong working relationships across departments and leadership levelsAssociate degree or equivalent combination of education and experience required; Bachelor's degree preferredMinimum of two (2) years of supervisory or leadership experience in a call center, customer service, healthcare, transportation, or related operational environmentMinimum of three (3) years of customer service or call center experienceDemonstrated experience coaching, developing, and managing employee performanceStrong understanding of workforce management principles, quality standards, and operational performance metricsProficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPointExperience leading remote employees and/or remote operations preferredCompany OverviewSoutheastrans is a minority-owned, non-emergency medical transportation (NEMT) management company based in Atlanta, Georgia. It was founded in 2000, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is http://www.southeastrans.com/.