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Customer Care Supervisor
Career Insights for Customer Success Manager
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Scorecard
Based on New Hampshire data
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What they do
A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
$107,334 / year median in New Hampshire
+5% projected growth
Job Description
Customer Care Supervisor at Vital Holdings LLC Customer Care Supervisor at Vital Holdings LLC in Hudson, New Hampshire Posted in 18 days ago.
Description:
Title:
Customer Care Supervisor
•
Vital Records Pay:
$45,000
•55,000 Reports to: General Manager
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Vital Records 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 Equal employment opportunity, including veterans and individuals with disabilities.
PI286485832
Salary:
$45,000.00