*Hybrid Position*
The Customer Care Supervisor – Call Center is responsible for the day-to-day leadership and performance of a team of Customer Care agents. This role ensures consistent service delivery, operational efficiency, and a world-class customer experience through effective workflow management, quality monitoring, KPI oversight, real-time floor support (“quarterbacking”), and ongoing coaching and development.
JOB DUTIES AND RESPONSIBILITIES:
Team Leadership & Workflow Management
- Supervise and support a team of frontline agents to ensure adherence to schedules, workflows, and service levels
- Manage daily workforce execution, including call volume distribution, coverage balancing, and intraday adjustments
- Act as a real‑time “quarterback” on the floor—monitoring queues, addressing bottlenecks, and redirecting resources as needed
- Serve as the first point of escalation for agent questions, customer issues, and system/process interruptions
- Partner with leadership on staffing needs, schedule changes, and operational planning
Quality Assurance / Quality Management (QA/QM)
- Conduct regular call, email, and chat reviews to assess service quality, accuracy, and compliance
- Ensure agents consistently follow policies, procedures, and regulatory requirements
- Document quality findings and trends, and collaborate with leadership to implement improvements
- Reinforce quality standards through transparent feedback and consistent expectations
KPI & Performance Management
- Monitor and manage key performance indicators (KPIs) such as CSAT, QA scores, AHT, adherence, productivity, and first-contact resolution
- Use performance data and reporting tools to identify trends, risks, and improvement opportunities
- Hold agents accountable for performance goals while providing the support and tools needed to succeed
- Contribute to leadership reporting by summarizing team performance, risks, and wins
Coaching, Development & Engagement
- Deliver regular, structured coaching sessions focused on performance improvement and skill development
- Provide real‑time feedback and in‑the‑moment guidance during live interactions
- Partner with management on recognition, engagement initiatives, and career development conversations
- Conduct onboarding and training of new hires and cross‑trained staff
Operational Excellence & Collaboration
- Identify process gaps, recurring issues, or inefficiencies and recommend solutions
- Maintain accurate documentation, notes, and records related to performance and coaching
- Model professionalism, accountability, and a customer‑first mindset at all times
PHYSICAL AND SENSORY REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer.
- The incumbent will be expected to operate a computer terminal.
POTENTIAL ON-THE-JOB RISKS:
- Must be performed with or without reasonable accommodations include physical requirements. While performing the essential functions of this position, the employee is regularly required to type using a computer, tablet, smartphone, or other device. The employee may be subject to repetitive motion of the wrists, hands, and fingers. Will be expressing, receiving, and exchanging ideas via a multi-phone system. The employee must be able to prepare, analyze figures and operate a computer terminal.
EDUCATION, TRAINING AND EXPERIENCE:
- 3+ years of Customer Service Call Center experience. Banking experience is a plus.
- 1+ year of supervisory or Team Lead experience.
- Strong communication and interpersonal skills
- Data‑driven mindset with the ability to interpret performance metrics
- High degree of organization and follow‑through
- Calm under pressure with strong problem‑solving abilities
- Ability to balance empathy with accountability
