Customer Care Supervisor

The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists.

·       Proven experience hiring, coaching, and developing Specialists.

·       Provide supervision, training, and development opportunities to Specialists.

·       Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc.

·       Real-time performance monitoring, including queue allocation, channel management, and call escalations.

·       Investigate and solve customer service complaints.

·       Monitor issues and trends and escalate to management as needed.

·       Ensure Specialists adhere to schedule and are tasked appropriately.

·       Assist with development and implementation of service policies.

·       Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed.

·       Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner.

·       Maintain documentation pertaining to customer service department activities.

·       Identify additional training needs for team.

·       Timecard review and approval.

·       Perform additional duties where needed.