Job Description

The Client Care Supervisor oversees a team of in-office or remote representatives. The ideal candidate will have 5–7 years of experience managing a team of in-office or remote representatives in a contact center or home services company. The Client Care Supervisor will be responsible for leading the team in delivering excellent customer service, achieving key performance indicators (KPIs), implementing effective strategies to improve efficiency, and meeting organizational goals.

ESSENTIAL JOB FUNCTIONS

• Manage and lead a team of in-person and remote call center representatives
• Develop and implement strategies to achieve key performance indicators (KPIs)
• Ensure that the team delivers excellent customer service and resolves customer issues in a timely and efficient manner
• Work with other departments to improve processes and procedures related to the call center and its intersection with other aspects of the business
• Monitor and analyze call center performance data to identify areas for improvement
• Provide regular coaching and feedback to representatives to improve performance
• Implement and participate in training programs for new representatives and ongoing training for existing representatives
• Incorporate feedback and coaching from the Client Care Director and Regional Trainer
• Uphold and promote the company’s Code of Conduct
• Partner with leadership to ensure the team’s performance supports and meets the Brand’s overall revenue goals
• Take escalation calls as needed to resolve issues quickly and protect the client experience

SKILLS AND ABILITIES

• Creative problem-solver, with the ability to think, plan, and execute on multiple projects autonomously and in an organized fashion, balancing the long-term and urgent needs of the team
• Demonstrated ability to work calmly and collaboratively in fast-paced and ambiguous environments, maintaining good judgment and the ability to escalate appropriately
• Strong leadership skills
• Must be highly organized, flexible, deadline-oriented and detail-oriented
• Prior project management and communication skills
• Must be a self-starter, able to produce with limited supervision in a fast-paced environment
• Excellent interpersonal skills with the ability to build and maintain relationships both internally and externally
• When business-critical issues arise, must be willing to work outside normal business hours
• Excellent writing, organizational, planning, and communication skills
• Ability to work in a deadline-driven environment
• High energy, team-oriented, data-driven, and results-focused
• Skilled at influencing others

MINIMUM REQUIREMENTS

• High School diploma or equivalent
• 5-7 years of experience managing a team of in-person or remote representatives in a contact center or home services company
• Previously developed call center best practices and industry trends

PREFERRED REQUIREMENTS

• Bachelor’s degree in business, management, or a related field
• Bilingual (Spanish/English)
• Project management experience
• Previous experience with call center software and technology
• Previously developed call center best practices and industry trends