Supervisor, Technical Care

This is a fully remote position, open to applicants in Alabama, +22 more states.

📋 Description

• Supervise the daily operations of Technical Care Center associates to ensure that customer inquiries are addressed accurately, efficiently, and professionally.

• Assess individual, team, and call center performance trends to facilitate the achievement of service levels, quality standards, and operational objectives.

• Evaluate call quality, customer feedback, and performance metrics to pinpoint coaching opportunities and ensure consistent service delivery.

• Handle customer escalations professionally while striving for timely, comprehensive, and customer-centric resolutions.

• Monitor key performance indicators, queue activity, staffing levels, and workload trends to effectively balance resources and uphold service expectations.

• Utilize call center reports and operational data to evaluate performance trends, identify underlying issues, and propose process enhancements.

• Compile and deliver updates on team performance, queue management, service quality, and operational metrics to leadership.

• Conduct regular one-on-one meetings, performance assessments, and developmental discussions to foster associate growth and accountability.

• Mentor, inspire, and develop associates by providing timely feedback, training assistance, and clear performance expectations.

• Collaborate with internal teams and leadership to optimize processes, share service trends, and enhance both the customer and associate experience.

• Stay updated on industry best practices, emerging technologies, and internal tools to promote continuous improvement.

• Carry out other duties and responsibilities as assigned.

⛳️ Requirements

• An Associate’s degree or equivalent from a two-year college or technical school is preferred; relevant leadership, technical support, call center, or customer care experience may be accepted in place of formal education.

• Prior experience in supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar setting is preferred.

• Familiarity with queue management, including overseeing call, chat, email, trouble ticket, or workload queues and reallocating resources based on business requirements.

• Strong skills in coaching and development, with the capability to provide clear feedback, establish expectations, and support associate growth.

• Proficiency in analyzing performance metrics, identifying trends, and proposing actions that enhance quality, efficiency, and customer outcomes.

• Proven ability to manage escalations, resolve conflicts, and maintain composure while assisting customers and associates in high-pressure situations.

• Excellent written and verbal communication skills, with the ability to document performance discussions, create reports, and present updates to leadership.

• Detail-oriented with robust organizational, prioritization, and follow-through abilities.

• Proficient in Microsoft Office, including Outlook, Word, and Excel.

• Flexibility, accountability, resilience, cultural competence, and a growth mindset, with a dedication to fostering an inclusive and supportive work environment.

🏝️ Benefits

• Medical, dental, and vision plans that commence on your first day.

• Life insurance coverage for associates, their spouses, and children.

• Paid time off, which includes vacation, holidays, and personal/sick days.

• 401(k) plan with a 100% company match starting from day one of employment, up to 5% of eligible compensation.

• Group Legal plan with Identity Theft Protection.

• Tuition reimbursement of up to $5,250 within the first year.

• Annual community support initiatives for various organizations across the U.S.

• Recognition and awards programs for associates.

• Opportunities for advancement.

• A collaborative work environment.