Job Opportunities API

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 1:1’s, calibration sessions, side-by-side coaching sessions • Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities. Requirements 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