Customer Care Supervisor

VRC Companies•Brooklyn Heights, OH

About The Position

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.

Requirements

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.

Nice To Haves

Experience with CRM systems and call center technology
Proficiency with contact center and CRM platforms.

Responsibilities

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.
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.

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