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
$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
Arnold, MO3 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
Arnold, MO3 days ago- ...relationships with carriers. Professionalism Engage with customers, colleagues, and supervisors on the phone and in person with a high level of... ...benefit Helpful, qualified, and available leadership A caring, stable work environment Qualifications Exceptional written...SuggestedFull timeWork at office
- CNG Holdings, Inc. is seeking an Assistant Store Manager in Arnold, Missouri to ensure outstanding customer service and regulatory excellence. This role involves educating customers about products, handling cash transactions, and addressing customer inquiries. The ideal...Suggested
- ...oversee performance in the Personal Lines department. Candidates should have 5+ years of industry experience and a strong focus on customer service. This full-time role includes managing accounts, providing training and ensuring compliance with processes. A competitive...SuggestedFull time
- ...Manager - State Farm Agent Team Member for Scott Timmerwilke - 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...Flexible hours
Scott Timmerwilke - State Farm Agent
Arnold, MO2 days ago - ...balance and personal well-being. Paid Holidays – Six fully paid holidays annually, allowing employees to enjoy time off without financial impact. Dental & Vision Coverage – Supplemental insurance options to support overall health and preventive care. #J-18808-Ljbffr...Full time
Anew Solutions (Anew Transport)
Pevely, MO3 days ago $15 - $20 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... ..., Multitasking, Professionalism , Organizational , High-level Customer service, and High-level Communication Capabilities. Preferred...Part timeWork at officeMonday to FridayFlexible hours$15 - $17 per hour
..., parents, or anyone wanting extra income without a full-time commitment What you’ll do: • Greet patients and create a great customer experience • Assist with discount opportunities, check-ins, and clinic flow • Support our team across three locations. If you...Extra incomeFull timeReliefImmediate startFlexible hours$19 - $24 per hour
...actively seeking Medical Front Office Supervisor candidate to join our team. This is an... ...and clinical team as needed with patient care Assist patients with completion of necessary... ...when speaking with external customers, including physician offices, insurance...Full timeTemporary workWork at office
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Care Supervisor. Be the first to apply!
- customer support Kimmswick, MO
- customer service position Kimmswick, MO
- client service Kimmswick, MO
- customer service Kimmswick, MO
- customer service opportunity Kimmswick, MO
- senior director of client services
- head of client services
- general manager customer service
- director of client services
- head of customer service