Customer Service Supervisor
Location: Rosemont, IL
Salary: $60,000-$65,000 + 10% bonus
Schedule: Must be available to work remotely on Saturdays. Sundays and one weekday off.
Position Overview:
We are seeking a Customer Service Supervisor to lead a team of 12 customer service representatives in a high-volume call center environment. This role is responsible for overseeing day-to-day operations, driving performance metrics, ensuring excellent customer interactions, and supporting the growth and development of the team.
Key Responsibilities:
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Manage and motivate a team of customer service representatives to meet productivity, quality, and customer satisfaction goals.
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Monitor and review calls and correspondence to ensure compliance with service standards.
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Report on team performance, celebrating achievements and identifying areas for improvement.
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Collect, analyze, and present customer service data to internal stakeholders.
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Assist in the preparation of knowledge-based documents and FAQs.
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Identify opportunities to improve customer service procedures and recommend updates.
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Participate in meetings to share operational insights and represent the customer service function.
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Collaborate with the training supervisor to ensure team members receive ongoing development.
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Partner with leadership to refine existing KPIs, create new performance metrics, and drive improvements.
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Support sales initiatives by managing inquiries in dedicated business category queues.
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Lead or support escalation resolution efforts and perform root-cause analysis of recurring issues.
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Promote a culture of documentation, knowledge sharing, and continuous process improvement.
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Demonstrate proficiency in company systems such as Xima, Trux, Salesforce, Towers, and Microsoft Office Suite.
Requirements:
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5+ years of experience in a customer service or call center environment, with direct supervisory experience.
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Proven leadership skills with the ability to coach, mentor, and develop a high-performing team.
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Strong communication, analytical, and problem-solving skills.
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Proficient in Microsoft Excel and capable of creating and analyzing reports.
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Ability to remain calm and professional while resolving customer issues.
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Experience in the waste or service industry is preferred.
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Bachelor’s degree preferred
If this position aligns well with your background, please apply today!
Thank you
Ashly Wheatland
Project Manager
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
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#LI-AW20
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
