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Become A Customer Care Supervisor

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Working As A Customer Care Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $52,630

    Average Salary

What Does A Customer Care Supervisor Do At Broad River Furniture

* Provide training, leadership and guidance to Customer Care team members to ensure that quality customer service is being extended to internal and external customers
* Supervise the daily activities of Customer Care team members to ensure a high level of productivity, quality service, and compliance with company and departmental policies and procedures
* Guide daily process improvement by performing root cause analysis to prevent escalation
* Review analytics and initiate detailed responses to obstacles found in your research.
* Recommend process improvements as needed and assist in implementing programs to Customer Care staff members.
* Provide feedback to leadership team
* Use written communication skills to respond to customers through email, website, social media, etc
* Develop team members to ensure the highest degree of customer satisfaction is achieved
* Regularly evaluate interactions between Customer Care Associates and customers, and assign a Quality score to team members based on those evaluations
* Conduct regular performance reviews, including weekly coaching and feedback sessions
* Isolate agent deficiencies and provide coaching and/or training to bridge knowledge gaps
* Maintain a strong working knowledge of current Customer Care policies and procedures
* Analyze and provide detailed assessments of various Customer Care centric issues
* Assist in the interviewing process for new Customer Care Associates
* Respond to escalated customer complaints when necessary
* Perform the duties of Customer Care Associate when necessary, during times of high call volume
* Develop and maintain positive, service-oriented relationships with other departments and retail stores
* Assist management with other Customer Care projects and reports as needed

What Does A Customer Care Supervisor Do At Wow! Internet Cable Phone

* Essential duties and responsibilities include but are not limited to those listed below:
* Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
* Ensure that all representatives are properly trained in providing excellent customer service.
* Provides on-going training as necessary.
* Provides continuous coaching to employees on all aspects of their performance, to include all critical scorecard metrics.
* As assigned develop and maintain reporting for local Customer Care, including analyzing data and reporting back with suggestions
* As assigned manage reporting for standard deviation (PMS), monthly and quarterly awards, outlier's reports, seating updates, call tracker and any other reporting needs
* Develops and implements appropriate recognition and rewards programs, for both individuals and the team
* Through customer and employee feedback, identify and act upon opportunities which will positively impact both the service/support department and the company
* Reviews customer service requests for service to ascertain cause for service request, type of malfunction, and customer address on a weekly basis
* Monitor customer contacts to ensure delivery of outstanding customer experiences
* Ensure that all activation, service needs or concerns are handled in a quick and efficient manner according to company standards
* Maintain open communication with all staff, including management, independent contractors, field and office personnel
* Performs other duties as assigned

What Does A Customer Care Supervisor Do At Tree of Life

* The Customer Care Supervisor has the direct management responsibility for planning, organizing and coordinating the Customer Care function for a Region Team.
* This includes account contact planning, decision support, issue resolution and tactical planning related to internal and external customer activities.
* The Team Supervisor will be responsible for meeting or exceeding all established KPIs.
* The Customer Care Supervisor will manage the customer contact process, inside selling, order management, supply chain initiatives, administrative processes as well as the coaching and development of personnel for assigned accounts in a TOL Customer Care Region Team.
* Essential Functions:
* Responsible for entry of all manual orders (email, fax) into NTS and Customer First applications in order to assist Inside Sales Specialists in delivering first class customer service.
* Identify order totals, promotional items, deleted or out of stock items and offer substitutions
* Entry substitution or promotional findings into Customer First application to provide maximum sales opportunity / customer satisfaction to Inside Sales Specialist
* Handle necessary mailings of supplies and information to customers and external employees.
* Help with call overflow in emergency situations
* Must maintain good attendance.
* Maintain safe work practices.
* Maintain safeguards of confidential company information.
* Other duties and special projects as requested

What Does A Customer Care Supervisor Do At Diamond Resorts International

* _
* This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff.
* A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.
* Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge.
* Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.
* Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.
* Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.
* Specific supervisory duties include, but are not limited to the following:
* Determines and creates policies, procedures and manuals for direct reports.
* Establishes objectives and goals for the team; plans, organizes and manages work flow.
* Assigns, monitors, and reviews work; evaluates direct report’s performance.
* Orientate and train direct reports.
* Approves time records and time off requests; submits payroll for direct reports.
* Investigates and resolves concerns and complaints.
* Provide assistance and support; maintains a positive and professional working environment.
* LICENSE & CERTIFICATIONS_
*

What Does A Customer Care Supervisor Do At Conduent

* Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
* Establishes and implements performance and service standards.
* Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
* Ensures productivity meets or exceeds service and quality standards.
* Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
* Provides guidance, leadership and motivation to promote maximum performance
* Assesses and evaluates current team competencies to develop a baseline of service opportunities.
* Assists in training new employees and ensuring ongoing training is effective.
* Measures service levels and tracking systems for program improvement.
* Analyzes and resolves customer service escalations
* Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
* Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.
* Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
* People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form.
* For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form

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Customer Care Supervisor jobs

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Customer Care Supervisor Demographics

Gender

  • Female

    57.7%
  • Male

    40.3%
  • Unknown

    2.0%

Ethnicity

  • White

    79.8%
  • Hispanic or Latino

    11.4%
  • Asian

    6.2%
  • Unknown

    1.9%
  • Black or African American

    0.8%
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Languages Spoken

  • Spanish

    57.3%
  • French

    8.5%
  • Mandarin

    3.7%
  • Italian

    3.7%
  • Portuguese

    3.7%
  • Chinese

    3.7%
  • Russian

    2.4%
  • Tagalog

    2.4%
  • Latvian

    1.2%
  • Vietnamese

    1.2%
  • Hindi

    1.2%
  • Hmong

    1.2%
  • Korean

    1.2%
  • Turkish

    1.2%
  • Thai

    1.2%
  • Carrier

    1.2%
  • German

    1.2%
  • Japanese

    1.2%
  • Czech

    1.2%
  • Slovak

    1.2%
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Customer Care Supervisor

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Customer Care Supervisor Education

Customer Care Supervisor

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Top Skills for A Customer Care Supervisor

CustomerCareRepresentativesProceduresSuperviseEnsureCustomerSatisfactionPayrollServiceLevelCustomerServiceIssuesCustomerComplaintsDisciplinaryActionTechnicalSupportQualityStandardsProcessImprovementDirectReportsSpecialProjectsCorrectiveActionPlansKeyPerformanceIndicatorsCustomerAccountPerformanceMetricsCompanyPoliciesEnsureCompliance

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Top Customer Care Supervisor Skills

  1. Customer Care Representatives
  2. Procedures
  3. Supervise
You can check out examples of real life uses of top skills on resumes here:
  • Manage and develop eight customer care representatives.
  • Offer recommendations to improve efficiency of current policies and procedures.
  • Supervised in a call center environment with anywhere between 30-60 associates at a time.
  • Facilitated lessons learned sessions to ensure customer satisfaction and continuous performance improvements.
  • Supervised assigned agents' payroll and corrected incorrect entries to assure payroll accuracy.

Top Customer Care Supervisor Employers