Customer Care Supervisor
Vital Holdings Inc.
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 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.
Qualifications
- 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.
- Preferred Qualifications
- Experience with CRM systems and call center technology,
- Proficiency with contact center and CRM platforms.
Key Competencies
- Customer-Centric Leadership: Models and promote 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.
Other duties: 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
Compensation details: 55000-60000 Yearly Salary
PI7263e235155f-26289-41014468
Vacancy posted 2 days ago
Similar jobs that could be interesting for youBased on the Customer Care Supervisor in South Roxana, IL vacancy
- ...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...SuggestedAfternoon shift
Vital Holdings Inc.
East Alton, IL2 days ago $16 - $35 per hour
...Hilton is seeking a Front Desk Supervisor to oversee front desk operations and ensure guests receive excellent customer service throughout their stay. The Front Desk Supervisor assists with daily front desk operations, supports Front Desk Agents during busy shifts, handles...SuggestedHourly payFull timeShift workNight shiftAfternoon shiftHilton
Granite City, IL15 hours ago- ...conception to completion. Coordinating and communicating with entire team of engineering, VDC (BIM) designers, scheduler, field foremen, customers, and subcontractors. You must be able to lead all project team members and have proficient communication skills. In-depth...SuggestedContract workFor contractorsWork experience placementFor subcontractorShift work
Iconmech
Granite City, IL1 day ago $300k
...Illinois is seeking a physician to serve as a medical director for skilled nursing facilities. The role involves providing high-quality care and collaborating with Nurse Practitioners and Physician Assistants. Benefits include competitive compensation ranging from $300,000...SuggestedRelocationFlexible hours$100k
Excellent opportunity to join a leading, national credit card processing company that has over a decade of industry experience. Slice Merchant Services offers innovative payment processing solutions to merchants. Slice has put together a comprehensive package of products...SuggestedLocal areaDisability Solutions
Wood River, IL15 hours ago$16.75 - $17.5 per hour
...Customer Service Supervisor Job Category: Store Operations Requisition Number: CUSTO046965 Location: Granite City, IL 62040, USA Pay... ...Ollie-tude! (Ollie's Core Values) Be a team player Be caring Be value obsessed Be committed Be growing Be real...Hourly payMinimum wageFull timeImmediate startWeekend workAfternoon shift$90k - $109k
Account Executive- B2B Alton, Illinois, United States Are you looking for an Outside Sales position with unlimited earning potential in a flourishing industry? Are you looking for an opportunity where you can earn uncapped commissions while still having a base salary...Work at officeHome office- ...broad mix of products and services dealer accounts through personal customer contact. Travels through assigned territory, quotes prices, and... ...+ Vision ~ Flexible Spending Accounts (Healthcare + Dependent Care) ~401(k) Retirement Savings with company contribution ~ Paid...For contractorsWork experience placementFlexible hours
- ...Job Description Create an outstanding customer experience through exceptional service. Establish and maintain a safe and clean environment that encourages our customers to return. Encourage team members to deliver excellent customer service. Must be able to oversee the...Full timePart timeSeasonal workLocal areaFlexible hoursShift work
Kroger
Granite City, IL10 hours ago $103.23k - $133.23k
...industry. Our Account Executives work hard at getting to know their customers and build long-lasting relationships to protect the assets,... ...benefits to encourage a healthy lifestyle ~ Pretax Dependent Care and Health Expense Reimbursement Accounts to ease taxes on...Work experience placementImmediate startRemote workHome office- ...About the job Customer Care Coordinator - Travel Services Position Overview We are seeking a Customer Care Coordinator who is passionate about delivering excellent service and building positive client relationships. In this role, you will help guide travelers...Remote workFlexible hours
Exciting Travel Now
Alton, IL15 hours ago $17.35 - $22.45 per hour
...Create an outstanding customer experience through exceptional service. Establish and maintain a safe and clean environment that encourages our customers to return. Encourage team members to deliver excellent customer service. Must be able to oversee the total store operations...Hourly paySeasonal workLocal areaShift workKroger Family of Companies
Godfrey, IL8 days ago$77k - $85k
Job Title: Accounting Manager Status: Full Time Location: Bethalto, IL Salary: $77,000 - $85,000 Benefit Information: About Us: 1st MidAmerica is a trusted financial institution dedicated to providing exceptional service to our members. We...Full time1st Mid America Credit Union
Bethalto, IL3 days ago- Walmart in Granite City, IL is hiring for a full-time role where you will enhance customer experience by engaging positively with customers. Your responsibilities include scanning items, maintaining cleanliness, and assisting colleagues throughout the store. Walmart offers...Full time
- A leading grocery store chain in Godfrey is looking for a CUSTOMER SVC/SHIFT LEADER to enhance customer experience and supervise operations. Responsibilities include overseeing team performance, maintaining store safety, and ensuring excellent customer service. Ideal candidates...Shift work
- A professional services firm located in Edwardsville, Illinois is seeking a Commercial Surety Account Manager. The ideal candidate will interact with clients, manage records, and market to underwriters. A Commercial Insurance License is required, along with organizational...Flexible hours
- Business Accounts Manager The Business Accounts Manager plays a crucial role in driving the Credit Union's growth by identifying new business opportunities through building and deepening relationships with existing and prospective business account members and expanding...Work experience placementWork at officeNight shiftWeekend work
- COMMERCIAL SURETY ACCOUNT MANAGER Immediate opening for a Commercial Surety and Construction Bond Account Manager at our Edwardsville, Illinois location. Candidates will be responsible for servicing current clients, working with producers, and other account managers. Daily...Immediate startFlexible hours
- A local staffing agency in Venice, Illinois, is seeking a Receptionist to serve as the first point of contact for customers, vendors, and visitors. The role involves providing professional front-desk support, managing phone communications, and assisting with administrative...Local area
$50k - $62k
...for an Account Manager for our Alton, IL location. Perfect fit for a passionate individual with a detailed approach to sales and customer service. Our goal is to provide excellent customer service to our customers, providing quality products and long-term solutions along...Full timeTemporary workImmediate startCope Plastics, Inc.
Alton, IL9 hours ago$152.81k - $229.22k
...Manager(s), TLL(s), SAL(s), MSL(s), FRM(s), PEM(s), Market Access, Diagnostics, and enterprise partners The ability to handle customer questions and objections in a way that is consistent with product indications and sales training methodology, including ability to...Hourly payTemporary workLive inLocal areaNight shift- ...Description We are seeking an Account Manager Outside Sales to join our team! Our dedicated staff works to exceed the expectation of our customers. Join our team and help manage current customers and introduce us to new customers. Responsibilities: • Assist in managing...
- Kroger in Granite City is seeking a candidate to oversee store operations and deliver exceptional customer service. The position involves working in various store areas, including cashiering and stocking, while ensuring safety and operational standards are met. Applicants...Flexible hours
- Ross Stores, located in Alton, Illinois, seeks an Area Supervisor to manage specific store areas and ensure operational excellence. The... ...supervise associates, maintain a clean environment, and ensure customer service standards are met. Candidates should possess strong...
$55k - $70k
...Account Manager - State Farm Agent Team Member for Blake Sonka - State Farm Agent, you are vital to our daily business operations and customers' success. You grow our agency through meaningful customer relations and acting as a liaison between customer needs and agency...For contractorsFlexible hours- ...components and services they need, when they need them. Our span of product offering, manufacturing partnerships, and our unmatched customer service has been the cornerstone of our success. We are currently seeking an energetic and self-driven Account Manager (Field /...Night shift
- Scott Credit Union in Edwardsville, IL is seeking an Assistant Financial Accounting Manager to lead daily accounting operations, oversee reconciliations and accounts payable, and ensure GAAP compliance. The role reports to the Financial Accounting Manager, mentors accounting...Remote workTrial period
$22.92 - $37.4 per hour
Assistant Financial Accounting Manager Active - Regular Full-Time Management Edwardsville, IL, US Salary Range: $22.92 To $37.40 Hourly Assistant Financial Accounting Manager — Accounting Department; Home Office Branch Scott Credit Union is hiring an Assistant Financial...Hourly payFull timeTemporary workRemote workHome officeMonday to Friday
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Care Supervisor. Be the first to apply!
Related searches