Supervisor, Customer Care

General Summary

The Supervisor, Universal Customer Support is responsible for leading and developing a team of Universal Customer Support Representatives in a high-volume inbound call environment. This role ensures the delivery of best-in-class customer service by driving performance, coaching employees, and maintaining operational excellence across billing, account, and basic technical support interactions. The Supervisor plays a critical role in fostering a customer-centric culture, improving first-contact resolution and other key performance indicators, and ensuring representatives are equipped to effectively manage customer needs while identifying opportunities for process improvement.

Essential Duties/Responsibilities

• Supervise, coach, and develop Contact Center Customer Care Representatives to drive performance and deliver high-quality customer experiences
• Coordinate daily contact center operations, including call volume, queue management, and staffing to meet service levels
• Monitor and manage team performance using key performance indicators, providing timely coaching and feedback
• Review productivity, quality assurance results, and timesheets to ensure accuracy, accountability, and adherence to standards
• Handle escalated customer and vendor issues, ensuring prompt and effective resolution
• Delegate work assignments and ensure team members have the tools, authority, and resources needed to succeed
• Enforce company policies, procedures, and compliance requirements
• Interact with and research customers and vendors escalated issues
• Support the development and improvement of customer interaction processes, workflows, and escalation practices
• Act as a liaison between the contact center and other departments to align processes and communicate customer insights
• Analyze customer feedback and performance trends to identify and implement process improvements
• Assist with staffing, recruiting, budgeting, and special projects as needed
• Promote a culture of quality, accountability, and continuous improvement while supporting EEO and Affirmative Action initiatives
• Work requires weekend and/or evening work
  
  

Job Requirements

• 2 years in related contact center or customer/technical support and/or sales role required
• 1 year of management experience preferred
• Proficient with Microsoft Office Suite and other job-related software
• Strong ability to prepare, administer and analyze project budgets; review and make recommendations regarding budget issues and discrepancies
• Excellent communication, coaching, and conflict resolution skills
• Ability to lead in a fast-paced, high-volume environment while managing multiple priorities
• Proficiency with customer support systems and basic technical troubleshooting concepts
• Ability to analyze and define problems; calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; basic understanding of debits and credits; prioritize workflow, multitask, meet deadlines and remain flexible.
  
  

Working Conditions

• Employees remain in the sitting position for prolonged hours
• Employees are occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employees must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.
  
  

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position; however, the employee will be held responsible for all duties assigned.