Supervisor, Customer & Partner Care
Core
Lead contact center and order processing teams to ensure timely, accurate Purchase Order (PO) handling and high customer satisfaction.
Role type
Senior IC operations supervisor (customer support & order processing)
Builds
Customer support operations and Purchase Order fulfillment workflows
Domain
Manufacturing services / B2B customer support
Required skills
Team leadership, operational workflow management, queue health monitoring, stakeholder communication, performance coaching, risk mitigation, process improvement, data analysis, conflict resolution, shift management
Preferred skills
Salesforce proficiency, experience with high-volume operational environments
Technologies
Salesforce, Omnichannel platforms, Confluence
Responsibilities
Hire, train, and onboard agents; coach team members on performance metrics and QA results; monitor real-time queue health and agent activity; manage stalled POs and escalate blockers; perform regular QA reviews; update SOPs and training guides; maintain shift coverage during peak periods; process POs directly during surges.
Seniority
Senior, hands-on IC