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Supervisor, Global Customer Care at First Advantage · Virtual…
Skills
Job Description
The Supervisor, Global Customer Care will manage a team of 15-25 Customer Care agents who support a large client. This role ensures the team consistently delivers high-quality service, adheres to performance metrics, and fosters a positive, collaborative environment. The Supervisor will actively lead the team in day-to day operations, monitor performance, and handle escalations, all while maintaining a strong focus on customer satisfaction and continuous improvement. As a key leader, this individual will be instrumental in mentoring team members, driving process improvements, and ensuring compliance with company policies and quality assurance standards. This role requires strong leadership, excellent communication, and decision-making skills to meet departmental goals and elevate team performance.
Team Leadership & Support- Lead and mentor a team, ensuring they are motivated, well-equipped, and consistently delivering high-quality customer service. Provide guidance on complex or escalated issues, fostering a culture of empathy, professionalism, and continuous improvement to meet or exceed service standards. Monitor and manage daily work production and flow, ensuring efficient customer service delivery and maintaining performance records for weekly, monthly, and quarterly achievements. • Performance Monitoring & Development- Independently examine and analyze team performance against service goals. Monitor team performance across key metrics such as call volume, customer satisfaction, issue resolution, and process adherence. Provide one-on-one feedback to improve technical skills and customer interactions, conduct regular performance evaluations, and guide team members in enhancing service delivery, documentation accuracy, and response times. Lead the implementation of action plans to improve team achievements and drive performance improvements. • Customer-Centric Focus- Lead by example in maintaining a customer-centric mindset, prioritizing positive, solution-driven outcomes in all interactions. Support the team in de-escalating issues and ensure professionalism and empathy in every customer engagement. Drive ownership of customer service outcomes, ensuring the team is aligned with organizational goals. • Training & Process Improvement- Ensure team proficiency with systems and applications (CRM, communication platforms, client-specific databases). Identify knowledge gaps, provide ongoing training, and implement process improvements. Encourage continuous learning by providing access to training materials and promoting knowledge-sharing initiatives. Drive the team to identify and implement process improvements for enhanced efficiency. • Quality Assurance & Compliance- Monitor team interactions to ensure compliance with quality assurance standards, company policies, and client-specific requirements. Conduct regular quality monitoring, provide coaching on communication skills, technical troubleshooting, and thorough documentation. Ensure that both individual and team performance meet required QA standards, and lead regular training to ensure alignment with department goals.
Communication & Collaboration- Ensure all internal and external communications are clear, professional, and accurate, fostering effective collaboration across departments. Circulate updates regarding policy changes, incentive updates, and technical issues to the team. Share process changes, product updates, and service improvements to ensure the team is aligned and informed. • Escalation Management- Handle questions and escalations from direct reports, providing guidance on available resources and tools to increase team capabilities. Identify and escalate new issues or trends and develop appropriate action plans to manage challenges. Recommend process improvements and assist in resolving escalated concerns to ensure efficient and professional issue resolution. • Reporting & Continuous Feedback- Track and report on key performance metrics, including customer satisfaction, response times, issue resolution, and process compliance. Provide actionable feedback based on performance data and customer interaction outcomes to drive continuous improvement. Write and deliver performance reviews that reflect individual goals, objectives, and accomplishments, ensuring accurate documentation of performance management steps. • Team Morale & Engagement- Conduct regular team meetings to address concerns, discuss performance, and share feedback, fostering a collaborative and positive work environment. Motivate the team by celebrating successes, offering recognition, and maintaining high engagement levels. Build team morale and provide a channel for ideas and innovation to improve team performance.
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Equal Employment Opportunities at First AdvantageFirst Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.