Description
Title: Customer Care Supervisor - VitalShred
Reports to: Customer Care Manager - VitalShred
Summary: The Customer Care Supervisor is responsible for leading and developing a high-performing team of call center agents with a strong emphasis of First Contact Resolution. This role is responsible for daily operations, coaching and development, quality assurance, and continuous improvement of processes, technology, and people. The ideal candidate is a driven people leader who can balance real-time execution, first contact resolution, and performance management.
This role will provide direct leadership and support to Customer Care Agents.
Key Responsibilities
Operational Excellence
- 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.
- Conduct regular 1:1’s, calibration sessions, side-by-side coaching sessions
- Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities.
Requirements
Qualifications
- 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
