Customer Care Supervisor

Title: Customer Care Supervisor - Vital Records

Reports to: General Manager - Vital Records

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.

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