Customer Care Advocates Supervisor
$48,880–$50,960 year
Hybrid · Lakeland, Florida, United States
Job Summary
Lead and supervise a team of Customer Care Representatives, providing coaching, performance management, training, and ongoing development to ensure exceptional customer service and team success. Oversee daily contact center operations, including call flow management, service levels, workload distribution, and resolution of escalated customer inquiries and complex issues. Monitor, evaluate, and improve team performance through call quality reviews, performance metrics, coaching sessions, and corrective action plans when necessary. Develop and maintain operational reports, attendance records, performance documentation, and training materials to support departmental goals and continuous improvement initiatives. Build strong relationships with internal stakeholders and external clients while identifying process improvements, enhancing customer satisfaction, and ensuring consistent service excellence.
Required Qualifications
- High school diploma or equivalent
- 3 years of call center experience at a senior level capacity
- lead or leadership experience preferred
- Background check required
- Drug screening required
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