What Success Looks Like

Within the first 90 days, a successful Supervisor will:

• Establish a consistent coaching cadence with all direct reports

• Demonstrate measurable improvement in team productivity, quality or customer retention metrics

• Reduce escalations through proactive issue identification and coaching

• Build strong cross-functional partnerships that improve customer issue resolution

• Demonstrate accountability, urgency and leadership presence within the operation

Key Responsibilities

Team Leadership 

• Supervise, mentor, and develop a team of 8–15 Customer Care employees

• Deliver regular coaching, conduct performance reviews, and support individual development plans

• Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities

• Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution

Performance & Quality

• Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.

• Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.

• Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards.

• Interpret performance reports to identify trends, coach to gaps, and recognize top performers

Customer Experience

• Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed

• Effectively develop and use available reporting resources such as PowerBI, Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellations

Operational Excellence

• Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight

• Ensure team compliance with company policies, procedures, and applicable regulations

• Coach and develop employees to meet and exceed KPIs/Goals for the business

• Support customer retention by coaching employees about opportunities to save customers along with de-escalations techniques

• Partner cross-functionally to escalate and resolve systemic customer service challenges

Continuous Improvement

• Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency

• Contribute to the development and refinement of SOPs, call scripts, and training materials

Requirements

Experience

• 3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.

• Demonstrated track record of coaching teams to hit KPI targets

• Experience writing and delivering performance feedback and conducting formal performance conversations

• Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting

• Experience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.

Leadership Competencies

• Highly accountable, customer-focused leader who thrives in fast-paced environments and demonstrates ownership, adaptability, urgency, and a servant leadership mindset 

• Develops high-performing teams through consistent coaching, transparent accountability, and data-driven decision making 

• Leads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes 

• Strong problem-solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure 

• Effective communicator with strong verbal, written, and one-on-one coaching capabilities 

• Able to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performance 

• Highly organized and detail-oriented with the ability to manage multiple priorities and follow through with accountability 

• Experience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices

Preferred

• Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)

• Familiarity with NPS methodology and customer retention practices