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 4 days ago
Similar jobs that could be interesting for youBased on the Customer Care Supervisor in Portage Des Sioux, MO vacancy
$90k - $109k
Why Hibu? 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 with full benefits? Have you been thinking...SuggestedWork at officeImmediate startHome officeHibu
Alton, IL5 days ago$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
Alton, IL4 days ago- ...and rental transactions. Uncapped earnings potential. Highly competitive base salary with comprehensive benefits package. Customer fulfillment managed by national network of branches. Dedicated internal support teams to work through transaction details....SuggestedWork experience placementWork at officeLocal areaFlexible hours
- ...cards and Certificates of Insurance. Recommend and/or suggest various loss control tactics when speaking with insureds. Solve customer problems, review contracts, handle customer change requests, and respond accurately to customer queries regarding coverages and billings...Suggested
- ...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...Suggested
Ross Stores, Inc.
Alton, IL2 days ago - Foundation Risk Partners is looking for a Commercial Lines Account Manager to join their team in St. Charles, Missouri. This role involves marketing and servicing large, high-revenue commercial accounts, requiring expertise in underwriting and strong analytical skills to...
$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- ...in food operations. This full-time role includes preparing and serving food, ensuring a safe environment, and providing excellent customer service. The ideal candidate has at least one year of related experience and is a reliable team player. Benefits include flexible...Full timeFlexible hoursShift workWeekday work
$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, IL1 day ago- A local insurance agency in St. Charles, MO is looking for an outgoing State Farm Insurance Agent to develop customer relationships and promote a range of insurance products. Key responsibilities include educating customers on options and working towards sales goals. Ideal...Local area
$16 per hour
...Charles, Missouri, is seeking a motivated individual to join our team as a Wellness Coordinator. This role involves providing excellent customer service, gaining new memberships, and performing various administrative responsibilities. The ideal candidate has a high school...Hourly pay- ...plans that incentivize lease and rental transactions. Competitive base salary accompanied by a comprehensive benefits package. Customer fulfillment facilitated by a nationwide branch network. Dedicated back-office support teams to streamline transaction details....Work experience placementWork at officeLocal area
$16 per hour
...every one of our patients, and we would like for you to join our caring team. Let us turn that passion for health and wellness and love... ...others in a fun and fast-paced environment. Have a strong customer service orientation and be able to communicate effectively with...Work at office- ...every one of our patients, and we would like for you to join our caring team. Let us turn that passion for health and wellness and love... ...others in a fun and fast-paced environment. Have a strong customer service orientation and be able to communicate effectively with...Work at office
$50k
...impact through building relationships and providing sustainable 'Green Cleaning' services. At Green Clean, were are looking for a Customer Service Coordinator to join our Sales team to help us expand our already growing customer base, nationally. In this role, you...Work at officeImmediate startMonday to Friday$50k
...are Green Clean Commercial, a national janitorial service provider committed to service excellence and giving peace-of-mind to our customers. We are a rapidly growing company making an impact on both the world and our team. Recent accolades and recognition includes...Full timeWork at officeMonday to Friday- ...continued delivery of quality and compassionate care in our communities, we are offering a... ...patient care. You’ll support office supervisors and staff, streamline administrative... ...oriented office culture aligned with our customer service philosophy Requirements, Skills...Work experience placementWork at office
- ...Job Description Job Description About Craftsmen Industries Craftsmen Industries custom manufactures unique specialty trailers and vehicles and large format printed elements for experiential marketing and industrial solutions for brands across the industry spectrum...Work at officeLocal area
- ...our team members and our communities. Job Description Provides superior guest service, positively effects interactions with customers and employees, and has the resiliency to deal with difficult customers in all types of business conditions and the ability to work...Work at officeLocal areaFlexible hoursAfternoon shift
- ...be the perfect place for you. ROLE DESCRIPTION: As sales representative, 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 departments...Work at officeFlexible hours
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Care Supervisor. Be the first to apply!
