Customer Care Supervisor

Key Responsibilities

• Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests.
• Champion a culture of accountability, empathy, and problem-solving within the team.
• Own escalation handling and ensure timely resolution of complex customer issues.
• Conduct Quality Assurance reviews to ensure all team members are following standard operating procedures and providing excellent customer service.

People Development

• Lead, coach, and develop a team of Customer Care agents to achieve service level objectives.
• Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities.
• Conduct regular 1:1's, calibration sessions, side-by-side coaching sessions.

Requirements

• 3-5 years in Customer Care/Service roles with 1-3 years supervising team members.
• Strong coaching and training skills and performance management in a call center environment.
• Demonstrated success improving First Contact Resolution (FCR) while maintaining service levels.
• Excellent communication and problem-solving skills.
• Ability to work a later shift to support different time zones.

Preferred Qualifications

• Experience with CRM systems and call center technology.
• Proficiency with contact center and CRM platforms.

Key Competencies

• Customer-Centric Leadership: Models and promote a customer-first mindset.
• Coaching & Training: Skilled at training team members utilizing multiple training techniques and providing continuous training, growth, and mentorship.
• Analytical Thinking: Uses data and insights to drive performance metrics for Customer Care call center.
• Collaboration: Works effectively across teams to enhance the end-to-end customer journey.

Performance Metrics

• First Contact Resolution (FCR) rate.
• Call Metrics including SLA, Average Speed of Answer, Abandon Rate.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Quality assurance compliance and improvement.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Pay

$60,000/year