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 1:1s, 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.