Supervisor, Customer & Partner Care

Xometry•Lexington, KY

18d

About The Position

The CPC Supervisor leads the contact center and order processing teams, combining people leadership with hands-on ownership of daily queue health. The role coaches and motivates agents handling customer inquiries and ensures Purchase Order (PO) processing is timely, accurate, and free of backlog. Reporting to the Senior Manager, CPC Operations, the Supervisor drives consistent team coverage, customer satisfaction, and ongoing operational improvement, with a focus on minimizing stalled POs and reducing backlogs while building a capable, engaged, and accountable team. The Supervisor hires, trains, and develops team members; oversees customer support and PO queues; monitors performance and quality; and works with management, Enablement, QA, and other supervisors to improve workflows and maintain coverage. The role may involve directly processing POs when service-level agreements are at risk or volume increases. Weekend, holiday, and peak-period support may be needed.

Requirements

At least 5 years of experience in a call center or customer service environment.
At least 2 years of experience supervising a team.
Proven experience managing high-volume operational workflows with strong attention to detail.
Familiarity with Purchase Orders, SOPs, and queue management expectations.
Strong proficiency with technology, including computers, software applications, and phone systems.
Exceptional written and verbal communication skills, with the ability to guide team members clearly and professionally.
Analytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking.
Ability to motivate, train, and lead a team to meet performance standards.
Dependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods.
Bachelor's degree or equivalent.
Analytical, efficient, thorough, composed, and courteous under pressure, particularly during peak hours.
A leadership approach grounded in consistency, follow-through, and professional accountability.
Strong organization and ability to follow through on open issues and reinforce standards across a team.
Commitment to continuous improvement, knowledge sharing, and workflow optimization.

Nice To Haves

Salesforce experience.
Further education in management.

Responsibilities

Hire, train, and onboard contact center and order processing agents, and support cross-training.
Set expectations for contact center objectives, performance standards, and company policies.
Coach agents through documented one-on-one sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed.
Facilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics.
Lead by example in building a culture of diversity, inclusion, and respect.
Oversee daily health of designated Salesforce queues to ensure timely, accurate processing and mitigate operational risk.
Monitor agent Omnichannel activity and volume in real time, reinforcing benchmarks set by leadership.
Maintain visibility into stalled POs, verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays.
Provide leadership with scheduled stalled PO reports and updates on key blockers and escalated cases.
Process POs directly when SLAs are at risk or volume surges.
Oversee call, email, and chat handling to ensure high customer service and satisfaction.
Uphold SOPs, documentation standards, and intake practices through periodic checks.
Complete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards.
Contribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve.
Identify friction points through stalled case reviews and escalations, and help refine workflows to improve speed, accuracy, and clarity.
Assess daily operations, identify strengths and opportunities, and implement customer-retention strategies.
Foster customer satisfaction by delivering value in every interaction.
Partner with other supervisors in cross-shift syncs to review rollover causes and coverage plans.
Work with management, Enablement, and QA to support cohesive customer service and agent development.
Help maintain consistent shift coverage, including peak periods, holidays, and weekends as needed.