We are seeking a highly motivated and experienced Customer Service Supervisor to lead and support our dynamic customer service team. This role is critical in ensuring that both onshore and offshore Customer Service Agents deliver consistently high-quality service across all customer interactions.

As the first point of escalation, you will provide real-time coaching, develop and deliver effective training, and champion continuous improvement initiatives. You will work closely with internal and external partners to optimise service delivery, uphold regulatory and company compliance, and drive a culture of performance and accountability.

Key Responsibilities

• Serve as the first point of contact and support for Customer Service Agents
• Empower agents through coaching, real-time feedback, and performance insights
• Monitor and report on performance metrics (QA, productivity, SLAs, NPS)
• Drive a culture of continuous improvement through quality assurance and training
• Collaborate in creating interactive and engaging training materials
• Optimise live channel performance with real-time analytics
• Foster a seamless omni-channel customer experience
• Identify and escalate trends from customer feedback to improve processes
• Promote compliance with best practices and technical standards
• Provide constructive feedback to influence leadership and improve CX outcomes

To be eligible to apply for this position, you must have achieved the below:

• Experience as a Customer Service Agent at CRG
• Competent across main tasking channels with additional tasking preferred.
• Experience in presenting and training Customer Service Agents in group setting and one on one
• Live the CRG Values each day
• Ability to confidently handle customer escalations via email and phone 

This is a fantastic opportunity for a Customer Service Representative looking to grow their career in CRG.