Customer Care Supervisor (225-902)

The role of a Customer Care Supervisor is pivotal in managing and guiding a team responsible for delivering exemplary customer service. This position involves overseeing daily operations, ensuring customer satisfaction, managing employee performance, and working collaboratively to improve processes. The Customer Care Supervisor is a leader who is committed to fostering a positive and efficient work environment while maintaining the highest standards of customer care. This role requires a blend of interpersonal skills, problem-solving abilities, and the capability to drive results through team development and engagement. The supervisor is the bridge between the team and higher management, ensuring that feedback and insights are communicated effectively to optimize service delivery and achieve customer satisfaction and retention goals.

Responsibilities

• Supervise and support customer service staff to ensure consistent service quality.
• Identify training and development needs and provide coaching for team members.
• Monitor and evaluate the performance of customer care representatives.
• Implement and maintain customer service standards and best practices.
• Handle escalated customer complaints and resolve issues promptly and professionally.
• Analyze customer feedback and identify areas for service improvement.
• Coordinate team schedules to optimize coverage and meet service demands.
• Facilitate regular team meetings to communicate updates and share new information.
• Contribute to developing customer service policies and workflow processes.
• Ensure compliance with company policies, standards, and regulatory requirements.
• Collaborate with other departments to address customer service challenges.
• Prepare and deliver reports on team performance and customer service metrics.

Requirements

• Bachelor’s degree or equivalent experience in customer service or related field.
• Minimum of 3 years experience in a customer service or supervisory role.
• Strong leadership skills with the ability to motivate a team effectively.
• Excellent communication skills, both verbal and written, for effective interaction.
• Proven problem-solving skills and the ability to handle difficult situations.
• Proficient in using customer relationship management (CRM) software tools.
• Excellent organizational skills with attention to detail and ability to multitask.