Contact Center Supervisor

Position Summary :

The Client Care Supervisor will work under the leadership of the Client Care & Contact Center Manager to support client care operations and provide guidance to Client Care Specialists.

This role is responsible for driving client care strategies to ensure exceptional client and agent experiences, handling escalations, and optimizing daily operations in alignment with organizational objectives.

This position will support service delivery and scaling of client care operations towards a successful launch and beyond.

The role includes championing the implementation of new initiatives, technology, and processes to drive customer satisfaction and operational efficiency while leading Client Care Specialists both in person and remotely.

The ideal candidate has experience in digital contact centers, a passion for developing high-performing teams, and expertise in delivering excellent client and agent support.

This role focuses on accurate and timely processing, achieving key metrics across multiple channels, and supporting a digital roadmap.

Key Responsibilities :

Team Leadership and Support :

• Provide direct supervision and day-to-day guidance to Client Care Specialists to execute the contact center’s operational strategy in alignment with organizational objectives.
• Conduct daily or weekly team huddles to share updates, performance metrics, and motivate the team to meet targets.
• Offer real-time coaching and support to team members, helping them resolve client inquiries and improve performance where needed.

Client Experience & Issue Resolution :

• Act as the first point of escalation for client service issues that cannot be resolved by Client Care Specialists.
• Investigate and resolve more complex client issues, working with internal teams as necessary to ensure timely and accurate resolution.
• Ensure all client interactions adhere to service level agreements (SLAs) and quality standards.
• Oversee client communications across multiple channels (phone, email, SMS, chat) to ensure a consistent and exceptional client experience.
• Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems.

Operational Efficiency :

• Monitor and manage daily team performance to ensure client care tasks are completed efficiently and productivity levels are maintained.
• Utilize AI and CCaaS automation tools and reporting to drive a high-performing contact center and client care experience.
• Assist in scheduling and workforce management to ensure adequate staffing during peak hours.
• Report daily metrics such as call resolution times, customer satisfaction scores, and other key performance indicators (KPIs) to management.
• Identify opportunities for process improvement within the team and propose solutions to optimize operations.
• Support efforts to drive technology adoption, innovation, and cross-functional collaboration.

Training and Development :

• Provide ongoing training and development opportunities for Client Care Specialists, focusing on enhancing customer service skills, product knowledge, and problem-solving abilities.
• Assist with interviewing, selection process, and onboarding of new team members to ensure they are prepared to succeed in their roles.
• Participate in regular check-ins, performance reviews, and provide feedback to help team members meet individual goals.
• Foster a positive work environment that supports employee retention, performance, and engagement.

Compliance and Quality Assurance :

• Ensure compliance with industry regulations, standards, and policies, including customer data protection, claims handling, and privacy laws.
• Perform regular quality checks on client interactions to ensure adherence to service protocols.
• Assist in monitoring and mitigating risks in real time, ensuring rapid response and corrective actions for potential compliance issues or breaches.
• Maintain clear documentation of compliance efforts and risk management activities to ensure readiness for audits or inspections.

Reporting and Communication :

• Report daily operational updates, performance metrics, and major issues to management.
• Serve as the communication link between the Client Care Specialists and management, relaying feedback, updates, and organizational goals to the team.
• Maintain clear and accurate records of escalations and resolutions to assist in tracking team performance, quality assurance, and client satisfaction.

Qualifications :

• 3 years of experience in a customer service or contact center environment, with a minimum of 1 year in a supervisory or team lead role.
• Proven experience working with annuity products or insurance services, including knowledge of contract terms, payment structures, and applicable regulations.
• Skilled in handling customer escalations and resolving service issues effectively while building strong client and agent relationships.
• Knowledge of industry regulations, compliance requirements, and operational best practices.
• Proactive advocate for technology adoption, leveraging expertise to influence others and drive the effective use of digital tools across teams.
• Exceptional team-building skills with a passion for coaching and developing high-performing teams.
• Deep understanding of contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.).
• Strong communication and interpersonal skills, with the ability to build relationships across departments.
• A client-centered mentality with the ability to empathize with clients and agents and foster a service-oriented culture.
• Data-driven mindset with experience tracking and reporting key performance metrics.
23 hours ago