Customer Service Supervisor

271

Not specified (may involve rotating shifts due to 24/7 operations).
2-3 years customer service experience
1 year supervisory or team leader capacity
Manage inbound and outbound calls
TransPerfect is seeking a Customer Service Supervisor to lead a team of inbound and outbound agents in supporting global clinical trial operations. The ideal candidate will balance team management with workforce management tasks in a 24/7 environment, ensuring compliance and service excellence

Job Summary

  • The role involves managing a team of agents supporting global clinical trial operations in a 24/7 environment.
  • Candidates must be dual-skilled to balance people management with Workforce Management tasks like scheduling and adherence monitoring.
  • The position requires ensuring compliance with clinical trial protocols, confidentiality standards, and data privacy regulations.

Matching Summary

Match Score: 85

TransPerfect is seeking a Customer Service Supervisor to lead a team of inbound and outbound agents in supporting global clinical trial operations. The ideal candidate will balance team management with workforce management tasks in a 24/7 environment, ensuring compliance and service excellence.

Skills & Requirements

Must-have

  • 2-3 years customer service experience
  • 1 year supervisory or team leader capacity
  • Manage inbound and outbound calls
  • Monitor SLAs and KPIs performance
  • Work rotating shifts including nights

Nice-to-have

  • Experience in healthcare support or clinical trials
  • Exposure to workforce management processes
  • Dual-skilled people management and WFM tasks
  • Strong problem-solving skills under pressure
  • Collaboration with global counterparts

Key Requirements

  • Bachelor's degree preferred or equivalent experience
  • Minimum 2-3 years customer service experience
  • At least 1 year in supervisory capacity
  • Proficiency with MS Office and CRM systems
  • Willingness to work rotating shifts

Work Rights

Not specified

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