Supervisor, Customer Care Job Description
Supervisor, customer care
provides individual and team coaching/training to promote and encourage the skills needed to proactively provide consultative and educational information to members; regarding products, services and promotions in a manner that will increase overall customer satisfaction and enhance member retention.
Supervisor, Customer Care Duties & Responsibilities
To write an effective supervisor, customer care job description, begin by listing detailed duties, responsibilities and expectations. We have included supervisor, customer care job description templates that you can modify and use.
Sample responsibilities for this position include:
Solve practical problems and deal with difficult customers, employee issues, and other concerns
Create and maintain appropriate Call Center Associate performance standards
Provides prompt, professional customer service for FECA following specific guidelines on customer service or call center procedures
Uses computerized systems, responds to customer inquiries in a call center environment
Responds to escalated telephone inquiries using standard scripts and procedures
Coaches employees on a monthly basis
Shows elevated levels of engagement to keep team morale high
Ability to multi-task and have a focused attention to detail
Willingness to professionally cooperate with others and work within a team environment
Supervises a service center team providing leadership, direction, and support
Supervisor, Customer Care Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Supervisor, Customer Care
List any licenses or certifications required by the position: GB, CIP
Education for Supervisor, Customer Care
Typically a job would require a certain level of education.
Employers hiring for the supervisor, customer care job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Business/Administration, Associates, General Education, Leadership, Graduate, Technical, Management, Military
Skills for Supervisor, Customer Care
Desired skills for supervisor, customer care include:
Tools
Ability to leverage that information in creating customized customer solutions
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Ability to utilize processes
Addressing and preventing fraudulent situations
Anticipating
Approaches
Major products and services and product and service groups
Operational
Process problems
Desired experience for supervisor, customer care includes:
Unexplained breaks in education or work not entertained
1 plus years supervisory experience in a high-volume call center is required
Must possess good organizing and communication skills
Must be able to work weekends, and/or holidays
Must be flexible and willing to be on call 24 hrs
Basic computer skills and knowledgeable in Microsoft Office Suite (Excel, PowerPoint )
Supervisor, Customer Care Examples
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Supervisor, Customer Care Job Description
Job Description Example
Our growing company is looking to fill the role of supervisor, customer care. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor, customer care
- Performs quality control audits in order to insure accuracy of all records required to be saved
- Performs related duties as required (for instance, provided back-up for other customer service representatives when needed
- 20% Weekly - analyze minimum of 2 resolutions for each direct report
- Daily - take escalations from customers as needed
- 20% Weekly - attend the Operations Leadership Meeting and on a monthly basis, bring relevant topics to discuss and vet
- 10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly
- Highly professional supervisor position managing a team of Customer Care representatives
- Schedules and manages the inbound customer service center, optimize productivity, ensure agent schedules accurately cover call volumes, takes prompt action to minimize down time, identifies Noble issues, monitors agent stats (real time) and takes action to ensure collection goals are achieved
- Reviews and responds to email and phone messages from the facility, staff and management
- Completes daily observations of Noble agents and quality account reviews
Qualifications for supervisor, customer care
- Able to exude empathy
- Ability to work independently, in a team environment, to accomplish a common goal
- Experiences with Microsoft office products, specifically Excel Access, SQL database management preferred
- Ability to handle various tasks simultaneously, organizes, prioritizes, and makes decisions and work efficiently and effectively under deadlines
- The employee must be able to function under considerable levels of stress
- 1 plus years supervisory experience in a high-volume call center can include acting supervisory or coaching experience required
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Supervisor, Customer Care Job Description
Job Description Example
Our company is growing rapidly and is looking for a supervisor, customer care. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor, customer care
- Continuously monitors Service Levels, Calls Holding, Abandonment Rates, and makes appropriate adjustments throughout the day
- Monitor attendance, timecards, sick time, Has authority to recommend and take action as to the hiring, firing, advancement, demotion or promotion of team members
- May contribute to the financial and resource planning for the results of the team
- Monitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements
- Own any local Crisis Management (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
- Introduce and monitor appropriate measurement of key performance indicators (Call Centre & In Store)
- Ensure the legal and optimised use of customer data during and after interaction
- Initiate weekly/monthly meetings with management to ensure customer satisfaction is maintained at agreed KPI's
- Frontline staff knowledge enhancement
- Interacts with the client on a daily basis in order to resolve any issues, answer questions and provide the production information as required
Qualifications for supervisor, customer care
- Travel requirements approximately up to 15%
- High School Diploma or GED and at least 3 years of experience in a contact center OR a Bachelor’s Degree and at least 1 year of experience in a contact center
- Experience with supporting front line process escalations and difficult issue resolution
- Basic knowledge of networking systems and protocols
- Proven ability to engage and retain employees
- Ability to create a dynamic culture
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Supervisor, Customer Care Job Description
Job Description Example
Our company is hiring for a supervisor, customer care. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for supervisor, customer care
- Meet or exceed KPI metrics as defined by Customer Care management
- Monitor and maintain backlog and drive on time delivery improvements to our Microscopy customers through order fulfillment activities
- Work with internal departments such as Order Fulfillment, Planning, Manufacturing, Finance and Shipping to ensure a streamlined work flow
- Perform all other essential duties as assigned and help management with ongoing projects within the department as needed
- Lead FAT team to conduct the quality check and testing in according with the FAT procedure
- Ensures Customer Care Specialists can operate efficiently and effectively by coordinating department daily activities
- Resolves customer issues involving research by communicating directly with the operating units and customers
- Accomplishes staff results by coaching, counseling, planning and monitoring staff
- Acts as backup to customer service managers
- Strategic planning for Customer Care, including subject matter reinforcement, support for new regulations and corporate directives, proactive reporting of trends related to regulatory/legal/flight incident cases, and setting department goals
Qualifications for supervisor, customer care
- You have a strong knowledge of SAP plus Microsoft Office Suite (Excel, PowerPoint, Word and Outlook)
- Minimum 4-6 years in a technical customer service environment
- Min 1 year with customer service and policy administration in the insurance industry
- Knowledge on business process and performance benchmarking
- Associate’s Degree in Business Administration or related field of study is required
- Minimum of 5 years of related experience including supervisory experience in a business setting is required
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Supervisor, Customer Care Job Description
Job Description Example
Our growing company is looking for a supervisor, customer care. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for supervisor, customer care
- Your team’s Re-opened Case Percentage
- TEOA metrics
- Abandon Rates
- Responsible for day to day supervision of customer care staff
- Provide daily feedback and assistance to all agents
- Monitor call stats on a daily basis and provide feedback to staff
- Complete monthly evaluations for agents, and provide information to HR for ICP bonus pay out
- Return all escalated calls within one business day
- In conjunction with other call center supervisors, complete monthly agent schedules
- In conjunction with management, complete all staff annual evaluations timely
Qualifications for supervisor, customer care
- Must be able to visualize problems and effectively communicate complex tasks
- Supervise and coordinate the day-to-day work efforts of a designated team
- Inform management of the on-going effectiveness of operations and systems
- Coach and counsel team members including developing and communicating performance appraisals and corrective action
- Provide training to team members on standard operating procedures and reinforce learnings
- In conjunction with management, interview and hire new team members
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Supervisor, Customer Care Job Description
Job Description Example
Our company is looking for a supervisor, customer care. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for supervisor, customer care
- Selects, trains, directs, develops, and motivates employees
- Provides in depth technical troubleshooting knowledge for Data, Video and Telephone products resolves escalated issues
- Demonstrates the ability to utilize analytical skills that will assist in the system, department, and work team growth
- Strategize and evaluate processes and work towards minimizing lead times through understanding the entire job flow, including non-standard situations
- Performance improvement plans and make termination decisions as necessary
- Assist in the interview, selection and training process of new employees
- Work of staff for process adherence and compliance with employee work and productivity
- Organize and direct the daily functions of 14-20 Customer Care Representatives
- Interview/recommend candidates for hire, coaches/develops staff members, assigns and monitors work in progress, evaluates performance, enforces attendance and performance standards, administers employee corrective action and makes performance recommendations
- Support our HR Partners in the consistent administration of ADA, FMLA, Worker’s Compensation and internal human resource policies/practices ensuring the company is in compliance with all State and Federal requirements
Qualifications for supervisor, customer care
- Must have clear and concise writing skills/style
- For business continuity, must be able to work from home, as required
- Available to work weekends, evenings and holidays, as required
- Of a valid driver’s license and a good driving record to comply with Company-issued vehicle policies
- Experience supervising in-house and remote employees
- Skilled in engaging remote employees