*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

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• 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