TechFlow is immediately hiring an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team.

This hands-on Customer Service Supervisor will focus on managing the 24/7 customer service representatives and operations coordinators.

Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators.

Key Responsibilities Provide daily direction and communication to employees and keep the team focused so they perform efficiently Assist with escalated issues from team as required Team Scheduling for 24/7/365 coverage Validate agents are performing work as documented by monitoring KPIs Complete Quality Assurance checks on tasks performed by team Provide guidance/re-training when necessary.

Report to upper management performance of CSRs against KPIs/SLAs related to telephone and email communications Continual evaluation of processes and procedures, combined with the ability to provide training/coaching Ability to reconcile data between multiple systems using excel Problem solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances Act as backup on tasks for Program Specialist Approve employee time cards Complete annual performance reviews and mid-year assessments for employees Rotating on call for weekends/holidays with Operations Coordinators for escalation with operations coordinators