Customer Care Supervisor

Job description

Description Title: Customer Care Supervisor - VitalShred Reports to: Customer Care Manager - VitalShred Summary: The Customer Care Supervisor is responsible for leading and developing a high-performing team of call center agents with a strong emphasis of 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. Key Responsibilities: Operational Excellence: - 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. People Development: - Lead, coach, and de...