Customer Care Supervisor

Title: Customer Care Supervisor - Vital Records Pay: $45,000-$55,000 Reports to: General Manager - Vital Records 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 1:1's, calibration sessions, side-by-side coaching sessions Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities. Compensation details: 45000-55000 Yearly Salary PI0fae585ab168-37156-40691418