Customer Care Supervisor at Vital Holdings LLC

Overland, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching, Training, Performance Management, First Contact Resolution, Quality Assurance, Escalation Handling, Process Improvement, Real-Time Metrics Monitoring, Communication, Problem-Solving, Data Analysis, Customer Service

Industry

Consumer Electronics

Description

Description Title: Customer Care Supervisor - VitalShred Reports to: Customer Care Manager - VitalShred Summary: The Customer Care Supervisor is responsible for leading and developing a high-performing team of call center agents with a strong emphasis of First Contact Resolution. This role is responsible for daily operations, coaching and development, quality assurance, and continuous improvement of processes, technology, and people. The ideal candidate is a driven people leader who can balance real-time execution, first contact resolution, and performance management. This role will provide direct leadership and support to Customer Care Agents. Key Responsibilities Operational Excellence Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests. Champion a culture of accountability, empathy, and problem-solving within the team. Own escalation handling and ensure timely resolution of complex customer issues. Conduct Quality Assurance reviews to ensure all team members are following standard operating procedures and providing excellent customer service. People Development Lead, coach, and develop a team of Customer Care agents to achieve service level objectives. Conduct regular 1:1’s, calibration sessions, side-by-side coaching sessions Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities. Requirements Qualifications 3-5 years in Customer Care/Service roles with 1-3 years supervising team members. Strong coaching and training skills and performance management in a call center environment. Demonstrated success improving First Contact Resolution (FCR) while maintaining service levels. Excellent communication and problem-solving skills. Ability to work a later shift to support different time zones. Preferred Qualifications Experience with CRM systems and call center technology, Proficiency with contact center and CRM platforms. Key Competencies Customer-Centric Leadership: Models and promote a customer-first mindset. Coaching & Training: Skilled at training team members utilizing multiple training techniques and providing continuous training, growth, and mentorship. Analytical Thinking: Uses data and insights to drive performance metrics for Customer Care call center. Collaboration: Works effectively across teams to enhance the end-to-end customer journey. Performance Metrics First Contact Resolution (FCR) rate. Call Metrics including SLA, Average Speed of Answer, Abandon Rate. Customer satisfaction (CSAT) and Net Promoter Score (NPS). Quality assurance compliance and improvement. Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice

Responsibilities

The Customer Care Supervisor leads and develops a high-performing team of call center agents, focusing heavily on First Contact Resolution through daily operations, coaching, and quality assurance. This role owns escalation handling and ensures timely resolution of complex customer issues while championing a culture of accountability and problem-solving.