Customer Service & Outreach Supervisor

Customer Service & Outreach Supervisor

Position Summary

The Customer Service & Outreach Supervisor leads day-to-day customer service and outbound outreach operations supporting lead generation, quote follow-up, customer engagement, and other commercial support activities.

This role directly supervises offshore customer service representatives and helps coordinate outreach programs delivered through third-party BPO partners, owning team performance, coaching, training, workload management, quality assurance, and reporting.

Working closely with Corporate and Segment business partners, the Supervisor ensures outreach activities run consistently, performance expectations are met, and customers have a positive experience. The ideal candidate is a hands-on people leader who uses performance data, call quality insights, and customer feedback to coach teams and drive continuous improvement.

The role also partners with internal technology and CRM teams to ensure systems and processes supporting Outreach programs meet operational needs and are effectively adopted.

What You'll Do:

Customer Service Team Leadership

• Provide day-to-day supervision of offshore customer service representatives supporting outbound calling, lead generation, quote follow-up, and customer outreach activities.
• Set performance expectations, assign work, monitor productivity, and provide coaching, training, and ongoing development to ensure team members meet established goals and service standards.
• Oversee onboarding of new team members and ensure representatives have the tools, resources, and process knowledge necessary for success.
• Facilitate regular team meetings and communicate updates, priorities, performance expectations, and process changes.
• Foster a culture of accountability, customer focus, continuous improvement, and teamwork.

Amplify Program Support

• Serve as a primary point of contact for customer outreach programs supported by third-party BPO partners.
• Monitor program activity and results from BPO teams, providing visibility into performance and escalating issues or improvement opportunities as needed.
• Support updates to call scripts, talk tracks, email templates, workflows, and program documentation.
• Assist with onboarding new business segments and customer outreach initiatives into existing programs.
• Partner with Corporate and Segment business partners to ensure Outreach programs align with business priorities and customer needs.

Quality Assurance & Performance Management

• Review customer interactions, call recordings, and customer feedback to identify coaching opportunities, monitor customer sentiment, ensure compliance with established processes, and maintain quality standards.
• Monitor operational and quality metrics including call activity, task completion, customer engagement, productivity, attendance, schedule adherence, and service level performance.
• Ensure representatives follow established scripts, processes, and customer service standards.
• Identify performance gaps and implement coaching or corrective actions as appropriate.
• Escalate customer concerns or operational issues through appropriate channels.
• Reporting & Continuous Improvement
• Track, analyze, and report on key performance indicators (KPIs), including agent activity, call outcomes, quote and order activity, goal attainment, customer engagement, and overall program performance.
• Review program results, customer feedback, and call quality metrics to identify trends and opportunities for improvement.
• Prepare and distribute recurring performance reports, operational summaries, and data-driven insights to support leadership decision-making.
• Utilize reporting platforms and AI-enabled tools to evaluate agent performance, customer interactions, and operational trends.
• Recommend improvements to workflows, processes, training, and outreach strategies based on performance data and frontline insights.

Systems & CRM Support

• Ensure customer outreach activities and outcomes are accurately documented in the CRM and other applicable customer service platforms.
• Monitor the quality and consistency of CRM data generated through Outreach activities and reinforce established processes and expectations with the team.
• Partner with the CRM Administrator and other internal teams to identify system or process improvements that support Outreach operations.
• Provide business requirements and participate in testing, implementation, and rollout of CRM enhancements that impact Outreach programs.
• Support Outreach team adoption of new CRM functionality, workflows, and processes.
• Utilize CRM and other reporting tools to monitor customer activity, program performance, and operational results.

What You'll Need:

• 3-5 years of experience in customer service, contact center operations, call center operations, outbound customer engagement, or related fields.
• Experience leading, supervising, or coaching customer service or contact center teams.
• Experience working effectively with offshore, outsourced, or geographically dispersed teams.
• Ability to adapt to changing priorities and business needs.
• Excellent verbal and written communication skills.
• Strong people leadership and coaching skills with the ability to set expectations and drive accountability.
• Strong organizational skills, attention to detail, and ability to maintain a high level of data accuracy while managing multiple priorities.
• Strong interpersonal skills with the ability to build relationships across functions and business groups.
• Experience using performance metrics and KPIs to monitor team performance and identify opportunities for improvement.
• Proficiency with Microsoft Office, CRM systems, customer service platforms, and reporting tools.

Preferred

• Previous experience leading or supervising customer service teams.
• Prior call center or outbound customer engagement experience.
• Experience managing or working with outsourced or BPO customer service partners.
• Experience supporting outbound calling, lead generation, quote follow-up, or customer outreach programs.
• Experience in manufacturing, industrial distribution, commercial operations, or related industries.
• Experience developing and maintaining KPIs, scorecards, and operational reports.
• Familiarity with quality assurance and contact center performance management practices.
• Familiarity with AI-powered analytics and customer service tools.