Job Description:
The Customer Service Supervisor Consultant is tasked with analyzing and enhancing existing customer service frameworks while also supervising a frontline team. This role provides both operational guidance and strategic consulting to improve customer experience and drive service excellence.
Key responsibilities include conducting performance audits, identifying service delivery bottlenecks, and recommending workflow improvements. The consultant also monitors real-time support operations, coaches service representatives, and leads cross-functional meetings to align customer service goals with broader organizational objectives. The role may also involve temporary assignments to high-priority customer service projects to lead change initiatives.
Job Requirement:
Bachelor’s in Business Administration, Customer Relations, or related field
5+ years of customer service experience, 2+ in supervisory or consulting roles
Excellent data interpretation and analytical skills
Strong understanding of customer service KPIs and performance metrics
Proven ability to lead teams through change management
Familiarity with service CRM systems and quality monitoring tools
Effective stakeholder communication and reporting skills
Strong project management experience in service-related initiatives
