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60 First Transit Customer Care Supervisor Jobs Hiring Near You

Customer Care Supervisor

Hudson, NH · On-site

$45K - $55K/yr

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 ...

Customer Care Supervisor

Hudson, NH · On-site

$45K - $55K/yr

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 ...

Customer Care Supervisor

Hudson, NH · On-site

$45K - $55K/yr

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 ...

The Customer Care Supervisor reports to the Client Services Director. This position is responsible for daily call center operations, ensuring exceptional customer service and the overall success of ...

Customer Care Supervisor

Portland, OR · On-site

$60K - $70K/yr

The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of ...

Customer Care Supervisor

Portland, OR · On-site

$60K - $70K/yr

The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of ...

We are looking for an experienced Customer Care Supervisor to lead our front desk and reservations team. This role is responsible for delivering exceptional customer service, managing daily ...

We are looking for an experienced Customer Care Supervisor to lead our front desk and reservations team. This role is responsible for delivering exceptional customer service, managing daily ...

We are looking for an experienced Customer Care Supervisor to lead our front desk and reservations team. This role is responsible for delivering exceptional customer service, managing daily ...

We are looking for an experienced Customer Care Supervisor to lead our front desk and reservations team. This role is responsible for delivering exceptional customer service, managing daily ...

We are looking for an experienced Customer Care Supervisor to lead our front desk and reservations team. This role is responsible for delivering exceptional customer service, managing daily ...

Shifts: Monday to Friday from 9:30am to 6pm Summary This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Customer Care ...

Supervises, directs, and evaluates assigned staff, processing employee concerns and problems ... High school diploma or GED required; two years of experience as a Senior Customer Care ...

New

As a Customer Care Supervisor within Novanta's Positioning Solutions business, you will lead and develop a team of Customer Care Representatives dedicated to supporting customers who rely on Novanta ...

New

Customer Care Supervisor

Delta, CO · On-site

$25 - $27/hr

Position SummaryThe Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilled in performing all the duties of a Customer Care ...

Customer Care Supervisor

Pueblo, CO · On-site

$25 - $27/hr

Position SummaryThe Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilled in performing all the duties of a Customer Care ...

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First Transit Jobs Information

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Customer Care Supervisor

VRC Companies Careers

Hudson, NH • On-site

$45K - $55K/yr

Full-time

Re-posted 26 days ago


Job description

Description:

Title: Customer Care Supervisor - Vital Records

Pay: $45,000-$55,000

Reports to: General Manager - 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