Customer Care Supervisor
Job Summary
The Customer Care Supervisor manages a team of Customer Care Advocates, providing coaching, guidance, and support to achieve departmental goals. This role involves overseeing daily call center operations, ensuring quality metrics, and fostering a collaborative, fast-paced environment. The supervisor is responsible for performance management, process improvement, and supporting specialty areas as needed.
Responsibilities
- Manage and coach a team of Customer Care Advocates
- Oversee daily call center operations and queue monitoring
- Monitor performance metrics and conduct quality audits
- Handle multi-channel escalations and process improvements
Required Skills
- 3-5 years customer service leadership experience
- Proficiency in Salesforce CRM
- Advanced Microsoft Office skills
- Strong verbal/written English communication
- Data analytics and problem-solving abilities
Job Details
### Job Overview
The Customer Care Supervisor manages a team of Customer Care Advocates, Advanced Customer Care Advocates and Senior Customer Care Advocates. The Supervisor will be responsible for providing coaching, guidance and support towards achieving individual, Advocate level and departmental goals while aligning the team to the key expectations. The expanded use of critical thinking skills- to solve complicated issues, document findings, and develop solutions will be needed to grow in this role. Our work environment is fast paced, with a collaborative atmosphere. The supervisor team will be required to assist their teams in day-to-day activities as the business needs require.
### Responsibilities and Duties
- Lead a team of Customer Care Advocates (Advocates, Advanced and Senior level) who are servicing calls from accounts, patients and internal business partners.
- Provides coaching to CCAs to ensure that they achieve or exceed company expectations for quality and service by providing regular, constructive feedback and guidance.
- Take calls/tickets as needed based on volume to be a backup for the team.
- Review and accountability of employee reports (attendance, timesheets, performance metrics).
- Conduct live call listening, live monitoring and call calibration with team members.
- Manage daily operations of the call center, including monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.).
- Review and audit CCA queue work to ensure quality, accuracy and timeliness.
- Handle and resolve escalations multi-channel and multi-level.
- Provide continual evaluation of processes and procedures, suggesting methods to streamline operations.
- Performance management of CCA team.
- Collaboration with other department Leads & points of contact.
- Complete monthly 1:1's with advocates and quarterly reviews of goals.
### Qualifications
- **Internal Candidates:** 24-36 Months in customer care advocate roles with continued advancement.
- **External Candidates:** Minimum of 3-5 years of customer service leadership experience, preferably in a healthcare/medical sale non-insurance setting.
- Bachelor's degree or equivalent combination of education and experience.
- Strong leadership skills with the ability to guide and motivate teams.
- Experience with Salesforce Customer Relationship Management software or similar environment.
- Proficient with Microsoft Office (Word, Excel, PowerPoint).
- Strong verbal and written English communication skills.
- Ability to adapt quickly to change in a fast-paced growth company environment.
- Demonstrated commitment to quality, patience, and professionalism in stressful situations.