Customer Care Supervisor
Core
Manage day-to-day operations of a Customer Care team to ensure KPIs are met and customer needs are exceeded.
Role type
Senior IC Customer Care Supervisor
Builds
Customer service operations and team performance
Domain
Manufacturing / Customer Support
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI management, performance coaching, conflict resolution, process improvement, data reporting, cross-functional collaboration
Preferred skills
CRM/ERP proficiency, presentation skills, strategic planning
Technologies
CRM, ERP, Case Management systems, MS Office, Power BI, Tableau, Sigma
Responsibilities
Supervise 8–15+ Customer Care Specialists, ensure compliance with SOPs, deliver weekly performance scorecards, create development plans, handle complex escalations, partner with CS Planning for data and strategy, identify areas for team improvement, manage team morale and attrition, deliver presentations on team trends.
Seniority
Senior, hands-on IC
