Technical Care Supervisor

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.

• Analyze individual, team, and call center performance trends to help meet service levels, quality standards, and operational objectives.

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

• Handle customer escalations with professionalism 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, pinpoint root causes, and suggest process enhancements.

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

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

• Guide, 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 experiences.

• Stay informed about industry best practices, emerging technologies, and internal tools to facilitate continuous improvement.

• Execute additional 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 lieu of formal education.

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

• Proficient in queue management, including overseeing call, chat, email, trouble ticket, or workload queues and reallocating resources based on business demands.

• Exceptional coaching and development abilities, with the capability to provide clear feedback, establish expectations, and facilitate associate growth.

• Competence in analyzing performance metrics, recognizing trends, and recommending actions that enhance quality, efficiency, and customer outcomes.

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

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

• Detail-oriented with strong organizational, prioritization, and follow-through capabilities.

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

• Demonstrates adaptability, accountability, resilience, cultural competence, and a growth mindset, along with a commitment to fostering an inclusive and supportive workplace.

• Job offers are contingent upon successful completion of a background check, drug screening, and reference verification.

🏝️ Benefits

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

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

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

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

• Group Legal plan that includes Identity Theft Protection.

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

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

• Recognition and awards programs for associates.

• Opportunities for advancement.

• A collaborative work environment.