Customer Interaction Supervisor

Here’s the difference you’ll make As a Customer Interaction Center Supervisor you will be responsible for overseeing daily CIC operations to ensure timely , accurate , and high-quality customer service across all communication channels. You will provide leadership, coaching, and performance management to a team of Customer Interaction Associates while ensuring service level targets, customer satisfaction goals, and operational standards are consistently met. The supervisor also supports process improvements, escalations management, and alignment with 2GO’s commitment to delivering excellent customer experience. What you’ll do (your mission) Operations Management Supervise day-to-day CIC activities including call, email, chat, and social media interactions. Monitor real-time queues, adjust staffing, and task distribution to meet service levels. Ensure adherence to standard operating procedures, quality standards, and turnaround times. Coordinate with cross-functional teams such as Operations, Sales, Freight, Express, and Customer Experience to resolve customer issues. Team Leadership & Performance Lead, mentor, and coach CIC associates to achieve individual and team KPIs. Conduct performance reviews, provide feedback, and identify training needs. Support onboarding and continuous development of new and existing team members. Foster a positive, collaborative, and customer-focused culture. Customer Escalation Management Serve as the primary point of contact for complex or sensitive customer concerns. Investigate issues thoroughly and provide timely , accurate resolutions. Document escalations and recommend corrective or preventive actions. Quality Assurance & Process Improvement Review interaction quality through audits, calibration sessions, and feedback loops. Identify service gaps and propose improvements to enhance customer experience. Contribute to the design and implementation of process updates, workflows, and system enhancements. Support reporting and analysis of CIC metrics to guide decisions. Compliance & Reporting Ensure compliance with company policies, data privacy guidelines, and customer handling protocols. Prepare daily, weekly, and monthly performance reports. Maintain accurate records of team productivity, escalations, and service outcomes. You’ll thrive in this role if you Educational Background Bachelor’s degree in Business Administration , Communications, Marketing, or related field. Professional Experience Minimum 2–4 years of experience in customer service, contact center operations, or logistics . At least 1–2 years of supervisory or team lead experience, preferably in the logistics , transportation, or BPO industry. Competencies, Skills, Knowledge and Abilities Leadership Competencies Strong leadership and people management capabilities. Technical Competencies Excellent communication skills (verbal and written). Proficient in contact center tools, CRM systems, and MS Office. Strong problem-solving and decision-making abilities. Customer-focused mindset with the ability to handle pressure and complex situations. Knowledge of logistics processes (express, freight, sea, and cargo) is an advantage. Licensure / Certification Required N/A Key Performance Indicators (KPIs) Service Level Achievement (SLA) First Contact Resolution (FCR) Customer Satisfaction (CSAT) Quality Assurance scores Team attendance, productivity, and compliance Escalation resolution time and accuracy What’s in it for you at 2GO Own enterprise impact. You are trusted to influence decisions and enable the business to perform at its best. Grow in a valued community. You work in a culture that listens, collaborates, and invests in your long-term success. Excel through expertise . You are empowered and recognized for delivering high standards and smart solutions. Be recognized and feel valued—at work and beyond. Receive and enjoy competitive compensation, performance bonuses, incentives, travel perks , Day 1 access to health and wellness programs and paid time off designed to support your well-being.