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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

  • $74,916

    Average Salary

What Does A Customer Care Supervisor Do At Comcast

* Leads and monitors activities of Inbound Sales Representatives to ensure effective performance.
* Provides motivation to Representatives through individual contact, goal setting, periodic meetings, and recommendation of incentive plans.
* Ensures that established goals and quotas for the department are reached and motivates department to meet these goals.
* Trains staff on products and services (through formal training and one-on-one coaching/ mentoring) by focusing on the sales process to ensure maximum lead generation and high closure rates for new business.
* Assures adherence to budgets, schedules, work plans, and performance requirements.
* Develops personal performance plans with Inbound Sales Representatives and provides on-going sales coaching, performance feedback, and quarterly performance plan reviews.
* Conducts real-time phone monitoring and coaching to Inbound Sales Representatives in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
* Other duties and responsibilities as assigned

What Does A Customer Care Supervisor Do At Xerox

* Exhibits a proactive approach ensuring that goals of the department are met by aligning work priorities with those set by the Operations Manager.
* Works with the Operations Manager and the Client Services Program Managers to ensure success of programs.
* Responsible for daily maintenance of the campaign including recalls, duplicate dispositions, skips, missing calls, etc.
* Accountable for the development of the assigned representatives.
* Handles escalations from representatives to either resolve or further escalate to the Operations Manager.
* Ensure that program goals are proactively communicated to each representative.
* Coaches representatives daily to aid in achievement of performance goals.
* Reviews and analyzes reports to identify goals that are not being met and use data to address performance issues.
* Assists in training new hires and remedial training for current representatives as needed.
* Handles representative questions and concerns.
* Responsible for walking the call floor and creating a presence and handling all representative questions and concerns in timely manner.
* Ensures that high call standards are maintained through appropriate monitoring and coaching of representatives.
* Responsible for completing monitoring sessions as needed.
* Accountable for answering/placing calls during high volume or team absences in order to meet program goals.
* Understands the on-line statistics from the appropriate systems and ensures data is accurate and delivered to the Operations Manager on time.
* Monitors daily productivity reports.
* Writes development plans and objectives for underperforming representatives.
* Works with Training and Quality to ensure representatives are delivering quality work.
* Identify areas for improvement in regards to operational or program efficiencies.
* Handle any payroll issues for representatives.
* Follow escalation policies

What Does A Customer Care Supervisor Do At Cenlar FSB

* Demonstrate leadership by role modeling in actions and words.
* Present a professional demeanor and appearance.
* Ability to oversee a team of Customer Service Representatives focusing on daily performance measurements.
* Establish and monitor goals for acceptable performance in accordance with company standards.
* Work in conjunction with Business Analysts/Traffic Coordinator on daily scheduling for call volumes, adherence to client/company overall Service Level Agreements.
* Work in conjunction with Quality Coordinators with regard to all quality programs, development and execution of policies and procedures, campaigns and incentive programs.
* Meet weekly with all direct reports for performance metrics review and professional development.
* Ensure all tasks, emails, correspondence, research functions are handled in conjunction with the SLA and compliance standards.
* Act as direct back up to the Service Leader and Quality Coordinator in their absence.
* Perform annual staff reviews and establish individual staff goals for development.
* Train and assist staff to handle work volume and issues in accordance with company policy and procedure and with RESPA compliance.
* Motivate employees to reach department goals and objectives.
* Identify trends and escalate issues to manager timely for minimizing corporate risk and enhancing the customer experience.
* Adherence to Root Cause policies and procedures.
* Participate in handling incoming and outbound call needs to meet the goals of the department/client.
* Responsible for overseeing and responding to real time customer impact issues/incidents that impact companywide initiatives.
* Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.
* Responsible to participate in rotation of supervisors manning the assistance line to coach the staff real time maximizing consistency of knowledge, improving processes, and impact on customers.
* Partner with other managers throughout the company, acting as a Liaison in the consistent improvement of functions, developing strong working relationships.
* This is to be done via monthly scheduled meetings.
* Facilitate regularly scheduled staff meetings.
* Responsible for the facilitation and weekly/monthly reporting of Outbound Call programs.
* Other duties as assigned

What Does A Customer Care Supervisor Do At Transcore Commercial Services

* Successfully complete all required training for this position; being well-versed in all Customer Care Representative and Associate Supervisor tasks
* Coordinate daily activities of the Customer Care department, monitor and participate in account establishment as well as maintenance tasks, providing and ensuring exceptional customer service
* Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all staff meet or exceed expected customer service and performance levels and efficiencies are maximized
* Working together with the Associate Supervisor, and day shift Customer Service Supervisor, act as a team mentor for Customer Care team members, answer questions, settle issues, inform and direct staff as needed on all account maintenance transactions to ensure proper procedures are followed
* Process Monthly Toll Adjustments for Commercial account holders
* Responsible for the processing of toll adjustments for all accounts through TRAC
* Review Commercial accounts opened for accuracy
* Perform departmental quality assurance reviews for items processed by other department members to use as learning opportunities and to ensure consistent information is being shared
* Correct/resolve and address (including re-training, if applicable) any QA findings, and develop preventive measures
* Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics and standards (#1
* informing manager when issues arise that impact metrics
* Monitor, evaluate and document staff’s customer interactions to ensure procedures are followed, and re-training opportunities are identified (if applicable)
* Promptly resolve escalated customer/non-customer interactions, keeping Customer Care Manager apprised of unusual and/or urgent activities
* In conjunction with the day shift Customer Care Supervisor, coordinate and staff all live sign-ups with MassDOT, ensuring all new enrollments are processed within the required time frame (2 business days)
* Review resumes, interview job applicants, and working with Human Resources ensure necessary paperwork for new hires is processed
* Create and conduct annual performance reviews for all direct report staff; setting attainable and appropriate goals and objectives
* Compile and record all expenses and expense reporting (Supplies, Courier, Travel, Employee Time Worked, etc.) and provide information to the Accounting; work closely with Accounting Department to ensure proper expense reporting
* Coordinate and approve payroll for Customer Care staff, track Comprehensive Leave, DSL, STD and FMLA
* Work with QC/QA department to find efficiencies and improve quality where possible
* Provide staff with support, redirection, and opportunities for cross-training and retraining as needed
* Provide CSC support by assisting other departments/department members to ensure all work is completed on a daily basis and all metrics are met
* Must remain professional under every circumstance with customers/non-customers and staff members
* Perform other duties as directed by TransCore management

What Does A Customer Care Supervisor Do At C. R. Bard, Inc.

* include, but are not limited to, the following.
* Other duties as assigned.
* Manage Contact Center performance metrics
* Run and analyze salesforce.com reports and prepare action plans
* Coach Customer Care Specialists to meet and exceed KPI’s
* Perform Quality Audits and provide feedback to team members to ensure data integrity, process adherence and consumer satisfaction
* Identify process and performance gaps, offer solutions to leadership and successfully implement agreed solutions
* Plan, organize and coordinate the Customer Care team daily activities, including balancing workloads, ensuring zero call backlog
* Communicate new/revised processes and program changes to team.
* Ensure understanding of information and implementation of process/changes
* Resolve conflict and foster good, candid communication among the team members
* Prioritize effectively and work independently to complete assignments and meet deadlines
* Become a SME (subject matter expert) in products, processes, working guidelines and SFDC
* Take calls escalated to supervisor level
* Perform the Customer Care Specialist role, as needed
* Deliver a flawless Customer Experience
* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
* The requirements listed below are representative of the knowledge, skill and/or ability required.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Strong work ethics accountability and professionalism
* Excellent verbal/written communication and interpersonal skills
* Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized
* Ability to think creatively and provide new solutions to old problems
* Must have capacity to use tact and judgment in dealings with customers and employees.
* Must have demonstrated ability to work independently and be self motivated with minimal supervision.
* Minimum 2 years supervisory experience, preferably in Contact Center environment
* Flexibility to work overtime with short notice.
* Computer and word processing experience, with Microsoft competency (i.e. Word, Excel, and PowerPoint).
* SalesForce.com experience with building reports desirable
* A.S. degree required, B
* S./B
* A. preferred
* Minimum of 2 years supervisory experience
* Minimum of 5 years Customer Care/Customer Service/Contact Center experience
* Employee may be required to sit, bend, stoop, use keyboard, see, talk and hear.
* May occasionally lift objects up to 25 lbs.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* This position works in a normal office environment.
* The noise level in the work environment is quiet to moderate
* Industry Title/Category: Customer Care Supervisor
* ID: 2016
*

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Customer Care Supervisor Jobs

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Customer Care Supervisor Career Paths

Customer Care Supervisor
Sales Supervisor District Sales Manager Business Manager
Business Operations Manager
8 Yearsyrs
Service Supervisor Service Manager Assistant Director
Center Director
7 Yearsyrs
Supervisor, Technical Support Technical Support Manager Senior Project Manager
Client Services Director
9 Yearsyrs
Project Manager General Manager Account Manager
Client Services Manager
7 Yearsyrs
Team Manager Unit Manager
Collections Manager
5 Yearsyrs
Team Manager Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Service Supervisor Operation Supervisor
Distribution Manager
7 Yearsyrs
Operation Supervisor Operations Manager
Division Manager
8 Yearsyrs
Office Manager Human Resources Coordinator Human Resources Generalist
Human Resources Business Partner
10 Yearsyrs
Call Center Manager Account Manager Human Resources Coordinator
Human Resources Supervisor
5 Yearsyrs
Operations Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Call Center Manager Office Manager
Office Manager Of Human Resources
7 Yearsyrs
Project Manager Construction Manager Operations Manager
Operations Project Manager
8 Yearsyrs
Supervisor, Technical Support Systems Administrator Quality Assurance Engineer
Quality Assurance Supervisor
6 Yearsyrs
Operation Supervisor Account Manager Recruiter
Recruitment Manager
7 Yearsyrs
Operations Manager Sales Consultant Sales Manager
Sales And Operations Manager
7 Yearsyrs
Customer Care Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Sales Supervisor Office Manager Project Coordinator
Senior Project Coordinator
7 Yearsyrs
Customer Care Manager Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Office Manager Registered Nurse Staff Nurse
Unit Manager
6 Yearsyrs
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Do you work as a Customer Care Supervisor?

Help others decide if this is a good career for them

Average Length of Employment
Customer Leader 2.5 years
Top Employers Before
Supervisor 7.3%
Cashier 3.7%
Manager 3.5%
Teller 2.7%
Top Employers After
Supervisor 8.4%
Manager 4.6%
Teller 3.0%

Do you work as a Customer Care Supervisor?

Customer Care Supervisor Demographics

Gender

Female

57.1%

Male

41.0%

Unknown

2.0%
Ethnicity

White

62.2%

Hispanic or Latino

16.2%

Black or African American

11.3%

Asian

6.5%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

55.6%

French

8.6%

Mandarin

3.7%

Italian

3.7%

Portuguese

3.7%

Chinese

3.7%

Russian

2.5%

Tagalog

2.5%

Japanese

2.5%

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%

Czech

1.2%

Slovak

1.2%
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Customer Care Supervisor Education

Schools

University of Phoenix

33.7%

Strayer University

7.8%

Kaplan University

6.6%

Southern New Hampshire University

4.5%

University of North Carolina at Greensboro

3.7%

University of Maryland - University College

3.7%

Grand Canyon University

3.7%

Capella University

3.3%

Ashford University

2.9%

Arizona State University

2.9%

Salt Lake Community College

2.9%

American InterContinental University

2.9%

Liberty University

2.9%

Belhaven University

2.9%

Colorado Technical University

2.9%

Bellevue University

2.9%

Jackson State University

2.9%

Tennessee State University

2.5%

The Academy

2.5%

University of Nebraska at Omaha

2.1%
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Majors

Business

39.7%

Management

6.0%

Psychology

5.8%

Human Resources Management

5.0%

Communication

4.7%

Accounting

4.6%

Marketing

4.1%

Criminal Justice

3.9%

Health Care Administration

3.1%

Computer Science

3.0%

Education

2.9%

Liberal Arts

2.8%

General Studies

2.2%

Political Science

1.9%

Finance

1.9%

Information Technology

1.8%

Nursing

1.7%

Project Management

1.7%

English

1.5%

Public Relations

1.5%
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Degrees

Bachelors

39.3%

Other

30.7%

Associate

11.8%

Masters

11.0%

Certificate

5.3%

Diploma

0.8%

Doctorate

0.7%

License

0.3%
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Top Skills for A Customer Care Supervisor

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  1. Customer Care Representatives
  2. Procedures
  3. Supervise
You can check out examples of real life uses of top skills on resumes here:
  • Delegated duties, tasks, and responsibilities to Customer Care Representatives and participated in follow-ups.
  • Collaborate cross-functionally to analyze and develop Customer Service elements of asset protection methods and procedures.
  • Supervised approximately 10 employees to ensure that they are working effectively and efficiently.
  • Conducted employee performance reviews and one on ones administering performance improvement plans as necessary.
  • Developed and implemented projects and programs designed to improve customer satisfaction and maintain high motivational levels on the team.

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Top Customer Care Supervisor Employers

Jobs From Top Customer Care Supervisor Employers

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