Customer Service Supervisor in Virginia

TechFlow is immediately hiring an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team. This hands-on Customer Service Supervisor will focus on managing the 24/7 customer service representatives and operations coordinators.

Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators.

Key Responsibilities

• Provide daily direction and communication to employees and keep the team focused so they perform efficiently
• Assist with escalated issues from team as required
• Team Scheduling for 24/7/365 coverage
• Validate agents are performing work as documented by monitoring KPIs
• Complete Quality Assurance checks on tasks performed by team
• Provide guidance/re-training when necessary.
• Report to upper management performance of CSRs...