Description
Client Service Supervisor
š Austin, Texas
On-site
The Customer Service Supervisor (CSS)āÆposition is to sit on-site with our client and oversee multiple sites or projects.āÆThe position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. TheāÆCSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required.
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
Reports To: The Client Service Supervisor will report to the Client Service Manager, Client Manager, Client Director, or equivalent leadership.
Duties and Responsibilities:
- Oversees service delivery.
- Manages the receipt, delegation and successful completion of all client requests.
- Meets all client and SPS deadlines.
- Manages all resources within the operation including people, hardware/software and facilities.
- Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
- Maintains a safe working environment for the SPS staff.
- Tracks all client requests using the approved tracking mechanism and performances.
- Maintains metrics for monthly reporting of KPIs/SLAs.
- Oversees all equipment, supply and messenger vendors to comply with SPS contract.
- Performs multiple daily walkthroughs to observe team performance first hand.
- Documents any incidents and inform Client and SPS immediately.
- Oversees and reports on financial performance.
- Maintains site P&L at proforma levels or above.
- Consistently executes all deadlines to be met for for payroll, billing & A/R collection.
- Oversees monthly budget forecasts for the account.
- Grows the existing account year-over year.
- Insures client & employee engagement.
- Maintains Client Satisfaction Index (āCSIā) at or above previous score.
- Participates in monthly and quarterly client business reviews.
- Maintains Employee Satisfaction Index (āESIā) at or above previous score.
- Participates in SPS sponsored events.
- Establishes and maintain accountability to Client Services Manager and/or higher level leadership.
- Coaches, develops, and cross trains operations team to grow their careers.
- Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
- Develop, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
- Maintains consistent documentation monitoring the status of each employee.
- P
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