Customer Service Supervisor - Kingston

About the role

The Customer Service Supervisor leads, coaches and develops a team of Customer Service Advisors to deliver consistent, high-quality customer experiences while meeting operational, quality and productivity targets. The role drives service excellence, manages performance, resolves customer escalations and implements continuous improvement, working closely with cross-functional teams and ensuring compliance with company standards.

Key responsibilities

• Lead, coach, motivate and develop a team of Customer Service Advisors.
• Monitor and drive operational KPIs so that service levels, quality, productivity and schedule adherence are met.
• Handle customer escalations and lead service recovery with Operations, Gateways and other stakeholders.
• Run regular coaching, performance reviews and development conversations.
• Identify and implement process and customer experience improvements.
• Ensure compliance with policies, procedures and Customer Service standards.
• Support workforce planning and staffing adjustments.
• Promote customer-focused behaviour and identify cross-selling opportunities.
• Partner with HR and Training on recruitment, onboarding, development and retention.
• Lead special projects and continuous improvement initiatives.

Required profile

• Bachelor's degree in Business Administration or a related field preferred.
• At least 2 years of leadership experience managing Customer Service teams.
• Experience managing KPIs, SLAs, quality and productivity in a customer service setting.
• Strong coaching, performance management and stakeholder management skills.
• Self-motivated, results-oriented and customer-focused.

Required skills

• Proficiency in Microsoft Office and customer service systems.
• DHL systems knowledge is an advantage.