Customer Care Center Team Supervisor

6 days ago Be among the first 25 applicants

This is a Hybrid/Remote Role in the state of Utah

The Customer Care Center Team Supervisor oversees and assists customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.


Supervisory Responsibilities:

• Interview and recommend applicants for hiring entry-level customer service employees.
• Coach and train employees in the company’s customer service policies, procedures, and best practices.
• Conduct 1:1 meetings with direct reports to set goals, improve performance, and provide feedback
• Coordinate within various company departments to ensure staff are informed and aware of changes and improvements
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Ensure escalated inquiries are handled and resolved appropriately.
• Oversee tools that team uses such as NICE in Contact, Intercom chats, Knowledge Base, etc.
• This is a hybrid position allowing the employee to work from home or from the office. It is expected to come into the work office as needed generally, two (2) times each month

This is a Hybrid/Remote Role in the state of Utah

The Customer Care Center Team Supervisor oversees and assists customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.


Supervisory Responsibilities:

• Interview and recommend applicants for hiring entry-level customer service employees.
• Coach and train employees in the company’s customer service policies, procedures, and best practices.
• Conduct 1:1 meetings with direct reports to set goals, improve performance, and provide feedback
• Coordinate within various company departments to ensure staff are informed and aware of changes and improvements
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Ensure escalated inquiries are handled and resolved appropriately.
• Oversee tools that team uses such as NICE in Contact, Intercom chats, Knowledge Base, etc.
• This is a hybrid position allowing the employee to work from home or from the office. It is expected to come into the work office as needed generally, two (2) times each month

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
• Monitors or reviews calls, chats, emails or other correspondence between representatives and customers.
• Manage a team in hybrid work environment where representatives are working remotely and coming into the office a minimum of two (2) times per week.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service teams performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service management or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.
• Oversee projects and tools that help improve productivity, knowledge, workflows, KPI’s and goals.

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

• Bachelors degree preferred.
• At least three years of…