Supervisor, Customer Care

Supervisor, Universal Customer SupportThe Supervisor, Universal Customer Support is responsible for leading and developing a team of Universal Customer Support Representatives in a high-volume inbound call environment. This role ensures the delivery of best-in-class customer service by driving performance, coaching employees, and maintaining operational excellence across billing, account, and basic technical support interactions. The Supervisor plays a critical role in fostering a customer-centric culture, improving first-contact resolution and other key performance indicators, and ensuring representatives are equipped to effectively manage customer needs while identifying opportunities for process improvement. Supervise, coach, and develop Contact Center Customer Care Representatives to drive performance and deliver high-quality customer experiences Coordinate daily contact center operations, including call volume, queue management, and staffing to meet service levels Monitor and manage team performance using key performance indicators, providing timely coaching and feedback Review productivity, quality assurance results, and timesheets to ensure accuracy, accountability, and adherence to standards Handle escalated customer and vendor issues, ensuring prompt and effective resolution Delegate work assignments and ensure team members have the tools, authority, and resources needed to succeed Enforce company policies, procedures, and compliance requirements Interact with and research customers and vendors escalated issues Support the development and improvement of customer interaction processes, workflows, and escalation practices Act as a liaison between the contact center and other departments to align processes and communicate customer insights Analyze customer feedback and performance trends to identify and implement process improvements Assist with staffing, recruiting, budgeting, and special projects as needed Promote a culture of quality, accountability, and continuous improvement while supporting EEO and Affirmative Action initiatives Work requires weekend and/or evening work 2+ years in related contact center or customer/technical support and/or sales role required 1 year of management experience preferred Proficient with Microsoft Office Suite and other job-related software Strong ability to prepare, administer and analyze project budgets; review and make recommendations regarding budget issues and discrepancies Excellent communication, coaching, and conflict resolution skills Ability to lead in a fast-paced, high-volume environment while managing multiple priorities Proficiency with customer support systems and basic technical troubleshooting concepts Ability to analyze and define problems; calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; basic understanding of debits and credits; prioritize workflow, multitask, meet deadlines and remain flexible. Employees remain in the sitting position for prolonged hours Employees are occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employees must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area. This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position; however, the employee will be held responsible for all duties assigned.