Job Description

Title: Customer Care Supervisor - Vital Records

Pay: $45,000-$55,000

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

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.

Compensation details: 45000-55000 Yearly Salary

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