Senior Supervisor – Customer Service Operations

Position Summary: The Senior Supervisor leads a team of up to 15 analysts in the GS Commercial Services Order Management team. The role ensures compliance, quality, customer service, KPI achievement, and continuous improvement within daily operations.

Key Responsibilities

• Provide leadership and management to the team, ensuring achievement of SLAs and adherence to SOPs and quality controls.
• Supervise customer service processes, collaborate with cross‑functional partners, and drive outcomes aligned with business objectives.
• Create and use performance reports to monitor workload, schedule adherence, attendance, handle time, and other metrics.
• Communicate strategies to improve customer experience, productivity, and cost, reducing quality and compliance risks.
• Address and resolve escalated customer issues and complex inquiries.
• Drive efficiency and productivity vi...