Customer Care Supervisor

Customer Care Supervisor

Location: Englewood, CO

Work Schedule: 100% On-Site | Monday–Friday, 9:00 AM–6:00 PM MST

Industry: Mortgage Servicing | Financial Services | Banking | Customer Experience

About the Opportunity

A well-established financial services organization is seeking a Customer Care Supervisor to lead a team within its customer contact center. This is an excellent opportunity for a strong people leader who is passionate about coaching, mentoring, and delivering an exceptional customer experience.

The ideal candidate will have prior contact center leadership experience and a proven ability to develop employees, drive performance, resolve escalations, and identify opportunities for continuous improvement. Experience within banking, mortgage servicing, loan servicing, or financial services is a plus but not required.

Key Responsibilities

• Lead, coach, and develop a team of 7–10 Customer Care Representatives
• Provide oversight and support for a larger contact center operation of approximately 50 agents
• Serve as the primary escalation point for complex customer concerns and service issues
• Monitor employee performance, deliver coaching and feedback, and support career development initiatives
• Analyze customer interactions and identify process improvement opportunities to reduce future inquiries and enhance customer satisfaction
• Maintain a customer-first culture focused on delivering a best-in-class service experience
• Partner with leadership and cross-functional teams to improve operational efficiency and service quality
• Track and report on team performance metrics, service levels, and productivity goals
• Support employee engagement, accountability, and continuous learning initiatives
• Utilize critical thinking and sound judgment to resolve customer and operational challenges

Required Qualifications

• High School Diploma or GED
• Minimum 2 years of Contact Center, Call Center, or Customer Service Supervisory experience
• Leadership experience involving coaching, mentoring, employee development, and performance management
• Strong customer service and customer escalation management skills
• Excellent phone etiquette and communication skills
• Strong analytical, critical thinking, and problem-solving abilities
• Highly detail-oriented with exceptional organizational and time management skills
• Proficiency with Microsoft Excel and other business applications
• Ability to thrive in a fast-paced, customer-focused environment
• Strong interpersonal and relationship-building skills
• Ability to maintain professionalism during high-volume or stressful situations

Preferred Qualifications

• Mortgage Servicing, Loan Servicing, Banking, Credit Union, or Financial Services experience
• Previous experience supporting mortgage or consumer lending customers
• Bilingual Spanish/English

Schedule & Work Environment

• 100% on-site position in Englewood, CO
• Monday–Friday, 9:00 AM–6:00 PM MST
• One Saturday per month (8:00 AM–12:00 PM MST)
• When working a Saturday, employees receive a half-day schedule during the following week
• During month-end periods, candidates must be available to work Tuesday and Thursday from 10:00 AM–7:00 PM MST
• Once fully trained, Saturday shifts and the corresponding half-day schedule may be worked remotely
• Business casual dress code

What Makes This Opportunity Unique?

• Established organization with over 40 years of success in the financial services industry
• Employee-focused culture with a strong emphasis on customer experience and team development
• Monthly productivity bonus opportunities averaging $500-$1000
• Employee appreciation programs and reward incentives
• Clear path for long-term career growth and advancement
• Budgeted, long-term position with strong conversion potential to permanent employment

Job Type & Location

This is a Contract to Hire position based out of Englewood, CO.

The pay range for this position is $26.44 - $31.25/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Englewood,CO.

This position is anticipated to close on Jul 17, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.