Customer Care Supervisor

Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests. Lead, coach, and develop a team of Customer Care agents through regular 1:1s, calibration sessions, and side-by-side coaching to achieve service level objectives. Own escalation handling for complex customer issues and conduct Quality Assurance reviews to ensure adherence to standard operating procedures. Champion a culture of accountability, empathy, and problem-solving while driving continuous improvement of processes, technology, and people. Create training programs to enhance customer service skills and product knowledge.