Supervisor
Core
Online lead for customer care ensuring service level agreements are met, managing associates, and handling crisis events.
Role type
Senior IC customer care supervisor
Builds
Customer care operations and associate performance
Domain
Financial services / Customer support
Deliverable
dashboards & analysis
Required skills
Strategic planning, Team motivation, Crisis management, Data analysis, Global coordination, KPI reporting
Preferred skills
Creative problem solving, Self-learning, MS Office proficiency, Excel under pressure
Responsibilities
Develop strategies to meet service level agreements, Implement motivation techniques to maximize inquiry handling, Investigate barriers to customer contact, Coordinate globally between operational teams and Hubs, Report on KPI achievement, Handle online crisis events
Seniority
Mid-level, hands-on IC