Customer Service Supervisor
2 days ago
TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. We are seeking a proactive and people-focused Team Leader to manage a group of Inbound and Outbound Customer Service Agents supporting global clinical trial operations. The Team Leader will be responsible for overseeing day-to-day performance, ensuring compliance with processes, and driving service excellence in a 24/7 environment. The ideal candidate is dual-skilled—capable of managing a team while also assisting with Workforce Management (WFM) tasks such as scheduling, staffing adjustments, and adherence monitoring. This balance ensures operational efficiency, proper coverage, and a seamless experience for our clients and clinical trial sites worldwide. Key Responsibilities Supervise, mentor, and coach a team of customer service agents handling inbound/outbound calls, emails, and escalations. Monitor daily operations to ensure SLAs and KPIs (call handling, documentation accuracy, escalation timeliness) are consistently achieved. Conduct performance reviews, provide constructive feedback, and develop individual coaching plans. Partner with WFM to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging. Serve as the first point of escalation for urgent or complex cases before elevating to the Operations Director. Ensure accurate documentation and compliance with clinical trial protocols, confidentiality standards, and data privacy regulations. Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices. Collaborate with global counterparts (UK, US/LatAm, PH teams) to maintain seamless handoffs and service coverage. Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement. Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices. Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning. Qualifications Education Bachelor’s degree preferred; equivalent work experience in a call center or BPO leadership role accepted. Experience Minimum 2–3 years of experience in customer service, with at least 1 year in a supervisory or team leader capacity. Experience in healthcare support, BPO, or clinical trial operations preferred. Exposure to workforce management processes and tools is a strong advantage. Skills Strong leadership and coaching skills with the ability to inspire team performance and accountability. Excellent communication skills in English (verbal and written). Analytical mindset with the ability to interpret performance data and drive improvements. Strong problem-solving skills and ability to remain calm under pressure. Proficiency with MS Office, CRM systems, and call logging tools. Dual-skilled: Able to balance people management and WFM support tasks. Other Requirements Willingness to work rotating shifts, including nights, weekends, and holidays, to support 24/7 global operations. Flexibility to assist with WFM-related tasks as needed. #J-18808-Ljbffr
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