General Purpose and Essential Duties:

The Customer Care Supervisor is responsible for the coaching and development of a team of Customer Care Specialists in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid to the Specialists in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service. The Customer Care Supervisor is also responsible for monitoring and executing against the contact center’s key performance indicators (KPIs), as well as providing assistance and resolutions with escalated customer issues/concerns.

• Supervise day to day tactical issues, minimize customer escalations and come to resolutions that result in a positive customer experience.
• Lead and manage a team of Customer Care Specialists to meet department objectives, including people, workload, and work processes.
• Initiate process improvement opportunities proactively, improving efficiencies and strengthening customer loyalty.
• Ensure a healthy employee culture through effective utilization of Guardian’s human resource practices, policies, and systems to guide and develop employees, encouraging an environment of accountability and successful teamwork.
• Execute leadership strategies that are effective, supporting Customer Operations objectives and creating a strong, customer-focused organization.
• Handle the first line escalation of operational issues including escalated customer issues/concerns.
• Keep leadership aware of issues and opportunities to improve efficiencies and customer experiences.
• Actively participate and/or lead team meetings and daily huddles as considered necessary.
• Follow all departmental and company policies, procedures, and standards.

Required Education, Experience, Skills and Abilities:

• Familiarity with a variety of helpdesk software including Microsoft Office Suite and data analytics tools such as PowerBI.
• Superior time management, organizational and problem-solving skills.
• Ability to remain calm in stressful environment or situations.
• Exceptional communication skills.
• Strong leadership, coaching and providing feedback skills.
• Ability to supervise productivity of employees ensuring critical tasks are accomplished within a given time frame.
• Strong analyzation skills to recommend improvement opportunities.
• Sets positive examples of behavior and attitude and exercises calm and sound judgement in a fast-paced environment.
• Ability to support and cover business scheduling needs in a 24/7 environment.
• High School Diploma or equivalent required
• Some college preferred
• 3-5 years previous experience in training, coaching and mentoring team members
• 3-5 years previous call center, law enforcement, security, dispatch or related field experience