Customer Care Supervisor Hartford, CT

Want to hear something crazy Cars only spend 5% of their time driving. Where do they spend the other 95% PARKED!

LAZ Parking is one of the largest and fastest growing parking companies in the country. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking were the experts!

We are also a PEOPLE FIRST company. We often say parking is our industry but people are our passion. Our mission is to create opportunities for our employees and value for our clients. If youre looking to join a growing company led by passionate people committed to being the best contact us today!

The Spirit of the Position:

LAZ Parking is seeking an experienced compassionate and service-oriented Customer Care Center Supervisor to lead our 24/7 National Customer Care team. This role serves as the primary escalation point for both internal field teams and external customers while ensuring operational excellence and exceptional customer experiences.

The ideal candidate understands that outstanding customer service begins with a supported engaged and empowered team. This leader will balance a commitment to operational performance with a genuine passion for coaching developing and supporting employees. The Customer Care Center Supervisor reports directly to the General Manager of Customer Experience.

Key Responsibilities

Leadership & Team Development

• Provide day-to-day leadership coaching and support to Customer Service Representatives (CSRs).
• Conduct regular performance feedback coaching sessions and team meetings to drive engagement and results.
• Lead onboarding training and continuous development initiatives to enhance employee performance and technical proficiency.
• Foster a positive accountable and customer-focused team culture.
• Address employee concerns professionally and effectively.

Operations Management

• Oversee real-time contact center operations to ensure exceptional service delivery through phone and email channels.
• Manage shift operations workload distribution and escalation handling.
• Maintain real-time awareness of location operations system status and critical business updates to support the team effectively.
• Monitor key performance indicators (KPIs) service levels (SLAs) and compliance with company policies and contractual obligations.
• Ensure employee records are accurate and organized.

Customer & Business Support

• Serve as the primary escalation point for customer and operational issues.
• Provide real-time guidance on policies procedures call handling and system-related questions.
• Build and maintain strong partnerships with field leadership and support teams to promote collaboration and operational efficiency.
• Support incident management and coordinate responses during operational disruptions critical events or system outages.

Workforce Management & Coverage

• Coordinate staffing coverage and leadership support during scheduling shortages operational incidents and peak business periods.
• Participate in a rotating 24/7 on-call leadership schedule.
• Maintain flexibility to support business needs across all shifts including evening overnight and weekend coverage when necessary.

Additional Responsibilities

• Support continuous improvement initiatives and operational excellence efforts.
• Perform other duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Minimum of 2 years of supervisory team lead or leadership experience in a contact center customer service or related environment.
• Strong verbal and written communication skills.
• Proficiency with contact center technology computer applications and phone systems.
• Proficiency with Microsoft Word Excel and PPT
• Demonstrated ability to coach motivate and develop employees.
• Strong problem-solving decision-making and conflict-resolution skills.
• Ability to remain calm professional and customer-focused in fast-paced or high-pressure situations.

Preferred

• Associates or Bachelors degree in Business Management Communications or a related field.
• Experience leading teams in a 24/7 customer care contact center or service environment.
• Workforce management scheduling or service-level management experience.
• Experience with quality assurance performance metrics and continuous improvement initiatives.

Why Join LAZ Parking

At LAZ Parking customer service is at the heart of everything we do. We are looking for leaders who are passionate about developing people delivering exceptional customer experiences and driving operational excellence. If you thrive in a fast-paced environment and enjoy supporting both customers and employees wed love to hear from you.

FLSA STATUS: EXEMPT

LAZ Parking is an equal opportunity all our employment practices including hiring we are firmly committed to provide equal employment opportunity (EEO) to all persons regardless of race color religion sex national origin disability age genetics Vietnam era special disabled recently separated and other protected veterans or any other characteristic protected by federal state or local law. No question in our application process is used for the process of limiting or excluding any applicants consideration for employment on such grounds.

LAZ Parking participates in E-Verify.

Required Experience:

Manager