Supervisor - Customer Care

About the role

This is a Fully Remote Job.

Responsibilities

• Supervise and provide leadership, guidance, and feedback to a customer care team.
• Coach and mentor team members to develop high performance.
• Conduct regular performance reviews and employee development planning.
• Monitor call center operations to meet service level and quality goals.
• Manage employee attendance, scheduling, and engagement.
• Address escalated customer and client issues professionally and promptly.
• Analyze performance metrics to identify opportunities for coaching and process improvement.
• Lead and support projects related to call center operations, training, and enhancements.
• Collaborate with cross-functional teams to improve workflows and customer experience.
• Cultivate a positive, accountable, and collaborative team culture focused on continuous improvement.

Requirements

• A high school diploma or equivalent.
• 3-4 years of leadership experience in a call center setting.
• Proven supervisory experience in a call center or similar environment.
• Strong verbal and written communication skills.
• Effective time management and multitasking abilities.
• Ability to organize work to meet deadlines.
• Problem-solving skills and independent decision-making.
• Proficiency with MS Office, telecommunication, and workforce management tools.
• Excellent customer service skills, including active listening and conflict resolution.
• Professional demeanor with reliability and confidentiality.
• Strong data entry, typing, and navigation abilities.
• Objectivity in challenging situations.
• Proficiency in English; additional language skills are a plus.
• Able to work under pressure and contribute to business growth.
• Prior supervisory roles and familiarity with dental or medical administration are preferred qualifications.

Pay, Benefits, and Schedule

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Benefits

Our client offers an inclusive environment for all employees, celebrating diversity and commitment to equal opportunity.

Equal Opportunity Statement

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.