Customer Care Supervisor

Customer Care Supervisor

Title:

Customer Care Supervisor - Vital Shred

Reports to:

Customer Care Manager - Vital Shred

Summary:

The Customer Care Supervisor is responsible for leading and developing a high‑performing team of call center agents with a strong emphasis on 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.

• 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.

• 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.

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

• Customer‑Centric Leadership:
  Models and promotes a customer‑first mindset.
• Coaching & Training:
  Skilled at training team members utilizing multiple training techniques and providing continuous training, growth, and mentorship.
• Analytical Thinking:
  Uses data and insights to drive performance metrics for Customer Care call center.
• Collaboration:
  
  Works effectively across teams to enhance the end‑to‑end customer journey.
• Performance Metrics:
  First Contact Resolution (FCR) rate;
  Call Metrics including SLA, Average Speed of Answer, Abandon Rate;
  Customer satisfaction (CSAT) and Net Promoter Score (NPS);
  Quality assurance compliance and improvement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Mid‑Senior level

Full‑time

Other

Information Services

Referrals increase your chances of interviewing at Vital Records Control (VRC) by 2x.

Apply BELOW