Customer Service Supervisor - BMG Money : Job Details

At BMG Money, we help people solve unexpected financial problems affordably. Our team members draw from many years of experience at leading banks, fintechs, law firms, and governments. We all share one vision—we help employees borrow and improve their financial quality of life. BMG embraces innovation, is committed to quality, and is unafraid to challenge the status quo.

We are seeking a Customer Service Supervisor to lead our team in providing exceptional service to our valued customers. The ideal candidate will oversee customer interactions, resolve issues, and ensure customer satisfaction.

Responsibilities:

· Manage and lead a team of customer service representatives.

· Develop and implement customer service policies and procedures.

· Handle escalated customer inquiries and complaints.

· Monitor and analyze customer service metrics and KPIs using Excel and dashboards; implement improvements as needed.

· Oversee workforce management, including managing time off requests and ensuring staffing levels meet business demands.

· Train and onboard new customer service staff.

· Collaborate with other departments to ensure a seamless customer experience.

· Drive performance improvements in a high-volume call center environment.

Experience:

The ideal candidate should possess the following skills:

· Proven experience in a customer service role, particularly in a high-volume call center setting.

· High proficiency in Excel and experience with dashboards for performance tracking and analysis.

· Demonstrated ability to build, monitor, and analyze KPIs and performance metrics.

· Strong time management skills.

· Experience in workforce management, including handling time off requests and maintaining optimal staffing levels.

· Experience conducting interviews and hiring new staff.

· Bilingual proficiency is a plus.

· Effective negotiation and conflict resolution skills.