Supervisor - Customer Care

This is a Fully Remote Job
1. About Our Client:
The organization operates within the customer care and call center industry, focusing on delivering high-quality service to clients and customers. It addresses common challenges in managing call center operations, such as maintaining service levels, improving customer experience, and fostering effective team management. The organization supports a fully remote work environment across the US, emphasizing flexibility and work-life balance.
2. About the Opportunity:
The Supervisor - Customer Care is a hands-on leadership role responsible for managing a team of 15-20 customer care representatives in a call center environment. This position ensures that the team consistently delivers excellent customer service while meeting departmental guidelines and service level requirements. The role directly impacts team performance, customer satisfaction, and operational efficiency through leadership, coaching, and collaboration.
3. Responsibilities:
Supervise and provide leadership, guidance, and feedback to a customer care team.
Coach and mentor team members to develop high performance.
Conduct regular performance reviews and employee development planning.
Monitor call center operations to meet service level and quality goals.
Manage employee attendance, scheduling, and engagement.
Address escalated customer and client issues professionally and promptly.
Analyze performance metrics to identify opportunities for coaching and process improvement.
Lead and support projects related to call center operations, training, and enhancements.
Collaborate with cross-functional teams to improve workflows and customer experience.
Cultivate a positive, accountable, and collaborative team culture focused on continuous improvement.
4. Requirements:
High school diploma or equivalent.
3-4 years of leadership experience in a call center setting.
Proven supervisory experience in a call center or similar environment.
Strong verbal and written communication skills.
Effective time management and multitasking abilities.
Ability to organize work to meet deadlines.
Problem-solving skills and independent decision-making.
Proficiency with MS Office, telecommunication, and workforce management tools.
Excellent customer service skills, including active listening and conflict resolution.
Professional demeanor with reliability and confidentiality.
Strong data entry, typing, and navigation abilities.
Objectivity in challenging situations.
Proficiency in English; additional language skills are a plus.
Ability to work under pressure and contribute to business growth.
Preferred qualifications include an associate or bachelor’s degree, experience training staff, managed care organization experience, prior supervisory roles, and familiarity with dental or medical administration.
5. Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes