Customer Care Supervisor

Title: Customer Care Supervisor - Vital Records

Pay: $45,000-$55,000

Reports to: General Manager - Vital Records

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.