Customer Service Supervisor (Remote, English C2, USA)

компания "crystalia glass llc" we are crystalia glass llc, a glazing construction company based in brooklyn, ny. our company was established in 2017 and has grown exponentially since! we are looking for a motivated and inspired individual for the position of customer service supervisor. candidates will be briefed and trained for the role. compensation: hourly rate and yearly bonuses upon discussion. employment type: full-time 8.30 am - 5 pm, new york time (est) benefits: crystalia glass offers paid sick leave and paid vacation; clear opportunities for career development and salary growth responsibilities: maintain and develop companychr(39)s quality procedures, standards, and specifications; review of managers’ conversations, determining their compliance with approved scripts and procedures; monitor performance by gathering necessary data and creating reports; provide performance evaluations with constructive feedback; discuss and explain feedback during team meetings; analyze all customer service metrics (e.g. csat, frt, iqs) and how the team’s performance affects those kpis; help managers hone their performance with specific instructions and regular support; determine training and onboarding needs; train and supervise the staff; contribute to the company culture in a positive way required skills: experience in customer service and qa; strong analytical skills; great interpersonal skills and ability to efficiently communicate; good planning skills, knowledge of goal-setting practices; examples of data visualization abilities; perception of basic business metrics and how customer support impacts those; leadership and problem-solving capabilities please submit your application with a cover letter describing your strengths as a quality manager.