Customer Care Supervisor
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Job Description
Customer Care Supervisor responsible for managing call center teams and ensuring high quality service. Overseeing performance, scheduling, and customer issue resolution for a home servicing company.
Responsibilities:
- Supervise a team of customer care representatives, providing guidance, support, and training as needed.
- Monitor and evaluate agent performance, providing regular feedback and coaching to improve productivity and customer service quality.
- Develop and implement strategies to meet and exceed performance targets, including call quality, customer satisfaction, and response times.
- Handle escalated customer inquiries or complaints, resolving issues promptly and effectively.
- Create and maintain schedules to ensure adequate staffing levels to meet call volume demands.
- Analyze call center data and metrics to identify trends, areas for improvement, and opportunities for efficiency.
- Collaborate with other departments to optimize processes, improve customer experience, and implement best practices.
- Conduct regular team meetings to communicate updates, changes in procedures, and gather feedback.
Requirements:
- Previous experience in a call center environment, with at least 2 years in a supervisory or leadership role.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Proficiency in call center software and CRM systems.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Problem-solving skills and the ability to handle challenging situations calmly and professionally.
- Flexibility to work in a fast-paced and dynamic environment.
- A commitment to delivering exceptional customer service.
Benefits:
- Excellent pay based on your work efforts
- Medical, Dental & Vision insurance offerings
- Simple IRA program with Company match
- Paid time off
- Career growth opportunities
- Family Friendly atmosphere
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