Customer Service Supervisor (Kingston)

About the role

The Customer Service Supervisor leads a team of Customer Service Advisors, ensuring they deliver best‑in‑class experiences while meeting operational, quality and productivity targets. Working closely with cross‑functional partners, the supervisor drives service excellence, manages performance, and resolves escalations.

Key responsibilities

• Lead, coach, motivate and develop a team of Customer Service Advisors.
• Monitor and achieve operational KPIs, service levels, quality standards and schedule adherence.
• Handle customer escalations and coordinate service recovery with Operations, Gateways and other stakeholders.
• Conduct regular coaching sessions, performance reviews and development conversations.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Ensure compliance with company policies, procedures and Customer Service standards.
• Support workforce planning by monitoring staffing needs and adjusting resources.
• Promote customer‑focused behaviours and identify cross‑selling opportunities.
• Partner with HR and Training for recruitment, onboarding and retention initiatives.
• Lead special projects and continuous‑improvement initiatives.

Required profile

• Bachelor's degree in Business Administration or related field (preferred).
• Minimum 2 years of leadership experience managing Customer Service teams.
• Strong coaching, performance‑management and people‑leadership abilities.
• Experience managing KPIs, SLAs, quality and productivity in a customer‑service environment.
• Excellent communication, interpersonal and stakeholder‑management skills.
• Strong analytical, problem‑solving and decision‑making capabilities.
• Ability to lead change, drive continuous improvement and handle multiple priorities.
• Self‑motivated, results‑oriented and customer‑focused.

Required skills

• Microsoft Office
• Customer service systems