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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

  • $46,000

    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 Career Paths

Customer Care Supervisor
Supervisor Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Supervisor Store Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Supervisor Manager Office Manager
Office Manager Of Human Resources
6 Yearsyrs
Customer Care Manager Operations Manager
Sales And Operations Manager
7 Yearsyrs
Customer Care Manager Operations Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Customer Care Manager Project Manager General Manager
Center Manager
6 Yearsyrs
Assistant Manager Account Manager
Client Services Manager
7 Yearsyrs
Assistant Manager Sales Manager Account Manager
Recruitment Manager
6 Yearsyrs
Assistant Manager Manager Service Manager
Service Operations Manager
8 Yearsyrs
Office Manager Account Manager Client Services Manager
Client Services Director
9 Yearsyrs
Office Manager Area Manager Warehouse Manager
Logistics Supervisor
5 Yearsyrs
Store Manager Branch Manager Recruitment Manager
Human Resources Business Partner
10 Yearsyrs
Store Manager General Manager Business Manager
Business Operations Manager
8 Yearsyrs
Operation Supervisor Customer Service Manager
Call Center Manager
6 Yearsyrs
Operation Supervisor Sales Manager Team Manager
Unit Manager
6 Yearsyrs
Operation Supervisor Production Manager
Processing Manager
7 Yearsyrs
Project Manager Owner/Operator Construction Manager
Operations Project Manager
7 Yearsyrs
Call Center Manager Unit Manager
Collections Manager
5 Yearsyrs
Service Supervisor Assistant Store Manager Assistant Branch Manager
Credit Manager
5 Yearsyrs
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Average Length of Employment
Team Manager 3.0 years
Team Supervisor 2.9 years
Top Careers Before Customer Care Supervisor
Supervisor 6.8%
Cashier 6.7%
Manager 2.9%
Top Careers After Customer Care Supervisor
Supervisor 8.8%
Manager 5.0%
Cashier 4.5%

Do you work as a Customer Care Supervisor?

Top Skills for A Customer Care Supervisor

  1. Customer Service
  2. New Procedures
  3. Service Levels
You can check out examples of real life uses of top skills on resumes here:
  • Interviewed/hired potential Customer Service representatives.
  • Updated training materials and implemented new procedures to provide consistency and accuracy.
  • Performed daily analysis of data obtained from meridian max system to maximize representative productivity and maintain service levels.
  • Analyzed data from reports, determined key performance indicators, and articulated results in business review meetings.
  • Conserved internal resources by capitalizing on personal technical expertise to resolve customer issues without having to involve the technical support team.

Customer Care Supervisor Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 3,859 Customer Care Supervisor resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Customer Care Supervisor Resume

View Resume Examples

Customer Care Supervisor Demographics

Gender

Female

52.1%

Male

38.7%

Unknown

9.2%
Ethnicity

White

62.1%

Hispanic or Latino

16.4%

Black or African American

11.5%

Asian

6.3%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

61.0%

French

7.6%

Portuguese

3.8%

Mandarin

2.9%

Italian

2.9%

Chinese

2.9%

Tagalog

1.9%

Korean

1.9%

Russian

1.9%

German

1.9%

Japanese

1.9%

Arabic

1.9%

Vietnamese

1.0%

Hindi

1.0%

Hmong

1.0%

Turkish

1.0%

Thai

1.0%

Carrier

1.0%

Latvian

1.0%

Czech

1.0%
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Customer Care Supervisor Education

Schools

University of Phoenix

37.7%

Strayer University

9.9%

Kaplan University

5.2%

Ashford University

4.5%

University of North Carolina at Greensboro

3.5%

Colorado Technical University

3.5%

University of Maryland - University College

3.2%

Jackson State University

3.0%

The Academy

2.7%

American InterContinental University

2.7%

Webster University

2.7%

University of Kentucky

2.5%

Southern New Hampshire University

2.5%

Bellevue University

2.5%

Capella University

2.5%

Grand Canyon University

2.5%

Franklin University

2.2%

Wake Technical Community College

2.2%

Salt Lake Community College

2.2%

Broward College

2.2%
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Majors

Business

41.7%

Management

6.0%

Psychology

5.1%

Accounting

4.7%

Human Resources Management

4.6%

Communication

4.4%

Criminal Justice

4.1%

Marketing

3.8%

Health Care Administration

3.6%

Education

2.9%

Liberal Arts

2.7%

Computer Science

2.3%

General Studies

2.2%

Finance

1.9%

Nursing

1.9%

Computer Information Systems

1.8%

Information Technology

1.7%

English

1.6%

Political Science

1.6%

Project Management

1.5%
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Degrees

Bachelors

39.9%

Other

29.2%

Associate

13.4%

Masters

11.0%

Certificate

4.3%

Diploma

1.1%

Doctorate

0.6%

License

0.5%
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Updated May 19, 2020