CARE SUPERVISOR JOB DESCRIPTION

Most call center teams run at full capacity until something breaks - a spike in escalations, a missed SLA, a week of uncoordinated scheduling - and recovery time is measured in dissatisfied customers. Correcting that drift is the day-to-day mandate of this role. The Care Supervisor holds accountability for a team of frontline representatives, translating organizational service policies into observable performance across multi-channel contact environments. Quality assurance and workforce coordination are the twin anchors of the position.

As the Care Supervisor, you direct the daily operations of a customer care team, driving achievement of SLA targets and quality standards through direct coaching, escalation management, and performance reporting. You sit within the Customer Care function, working alongside operational managers and cross-functional stakeholders to keep service delivery consistent and representative performance on track.

Career Impact: Supervisory ownership of SLA compliance and quality assurance in a high-volume contact environment builds the operational management track record that customer experience directors and workforce planning roles require.

Business Impact: The representatives you coach and the escalation processes you enforce determine whether customers reach resolution or churn, making your team's output a direct input to client retention metrics.

Growth Opportunity: The combination of quality assurance design, workforce scheduling, and performance analytics developed in this seat positions you for Customer Care Manager or CX Operations roles with broader program scope.

• Supervise daily operations of a team of customer care representatives, including shift scheduling and workload distribution to meet service level targets.
• Coach and develop team members through side-by-side observation, regular performance feedback, and structured improvement plans.
• Manage escalated customer calls and complaints, applying available resources to reach timely, positive resolutions.
• Monitor team performance metrics against published SLA targets and prepare daily, weekly, and monthly statistical reports for management.
• Design and enforce quality assurance processes, including call monitoring and scoring, to maintain consistency in service delivery.
• Coordinate onboarding and ongoing training programs in partnership with cross-functional stakeholders to minimize representative attrition.
• Assess operational trends and recommend process improvements to senior leadership to reduce cost per call and improve service outcomes.
• Partner with HR on the administration of attendance standards, corrective action, and compliance with federal and state employment requirements.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 3 or more years of customer care or call center experience, with at least 2 years in a supervisory role overseeing frontline representatives.
• Demonstrated ability to coach, develop, and performance-manage direct reports in a production-oriented service environment.
• Working knowledge of call center performance management, including SLA frameworks, quality monitoring, and workforce scheduling.
• Strong analytical and problem-solving skills, with the ability to interpret call center reporting data and act on trends.
• Effective verbal and written communication skills, with the ability to interface with internal managers, clients, and external customers.
• Proficiency in standard productivity software, including intermediate-level spreadsheet skills for reporting and analysis.
• Demonstrated ability to manage competing priorities and maintain composure under pressure in a high-volume environment.

• Experience designing or administering formal quality assurance scoring programs within a multi-channel contact center.
• Familiarity with workforce management practices, including inbound volume forecasting and representative utilization analysis.
• Professional proficiency in a second language, particularly Spanish, supporting service delivery to diverse customer segments.
• Prior exposure to ADA, FMLA, or Workers' Compensation administration in partnership with an HR function.

• SLA attainment rate, measuring the percentage of contacts handled within the defined service window.
• Average handle time variance, reflecting how consistently the team performs against established productivity benchmarks.
• First-contact resolution rate, tracking how often escalations are resolved without requiring a second interaction.
• Quality assurance score per representative, derived from monitored call assessments against the published rubric.
• Representative attrition rate within the supervised team, indicating onboarding and coaching program retention.
• Typical tools: Customer care platforms (commonly Salesforce Service Cloud or similar CRM); reporting suites (commonly Excel or workforce management systems).

• Base Salary Range: $55,000 to $75,000 annually, depending on team size and industry segment
• Bonus: Performance-based, typically 5% to 10% of base tied to SLA and quality targets
• Equity: Rarely offered at this level; may apply in early-stage or PE-backed environments
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies
• PTO: 15 to 20 days annually, plus company holidays
• Common Perks: Remote or hybrid scheduling flexibility, tuition reimbursement, and employee assistance programs

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including applicable employment and criminal history verification, is a condition of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Applicants requiring a reasonable accommodation to participate in the hiring process are encouraged to contact the recruiting team. Candidates must be authorized to work in the United States.

The Care Supervisor owns the delivery of client care plans across assigned areas, ensuring caregivers meet the organization's standards through recruiting, performance evaluation, and quality monitoring. Reporting to regional leadership, this role shapes a compliant, client-centered service environment by analyzing satisfaction data and partnering with internal support functions to improve the continuum of care.

Key Responsibilities

• Participate in recruiting, hiring, and training new staff.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees in accordance with company policy.
• Manage client care by addressing concerns, maintaining confidentiality, and reporting abnormalities to appropriate channels.
• Schedule and staff field staff to care for clients.
• Evaluate and monitor the quality of services delivered and ensure compliance with all applicable regulatory requirements.
• Collect and analyze client satisfaction data to implement improvements that positively impact the continuum of care.
• Enforce regulations established by external agencies and company policies to ensure compliance.
• Partner with regional leadership and internal support functions to provide a more effective and efficient work environment.

Required Qualifications

• Bachelor's degree in healthcare or a related field preferred.
• At least 2 years of supervisory experience preferred.
• Knowledge of health administration regulations, health information management, Medicaid Waivers, and home health service lines.
• Strong analytical and problem-solving skills to assess situations and make accurate observations.
• Ability to plan, oversee department operations, and develop comprehensive programs to improve service quality and utilization.
• Ability to gather and evaluate quantitative and qualitative data, monitor trends, and initiate effective corrective actions.
• Strong organizational skills with the ability to collaborate with staff and managers to facilitate improvement and change.
• Valid driver's license with access to an insured and reliable vehicle.

Embedded within a call center operations team, the Care Supervisor delivers against service level agreements by managing daily activities, implementing process improvements, and overseeing employee performance. Working closely with team members across skill sets, this role builds an efficient operation that supports government and business client outcomes at scale.

Core Functions

• Direct and manage all activities associated with call center operations, including developing and implementing policies and procedures.
• Develop and implement process and operational improvements to enhance efficiency and effectiveness of operations.
• Ensure productivity meets or exceeds service level agreements and quality standards.
• Achieve measurable results on time and on budget.
• Manage attendance and employee weekly performance.
• Manage escalated issues and calls.
• Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
• Handle incoming and outgoing calls for all skill sets.

Qualifications & Experience

• Bachelor's degree or equivalent experience in an appropriate field.
• 1 to 3 years of supervisory experience in a call center environment.
• Knowledge of the Child Support program.
• Experience with Microsoft Office and Microsoft Word.
• Excellent written and verbal communication skills.
• Fluent Spanish speaker.

Reporting to the appropriate Team Lead or Manager, the Care Supervisor shapes the quality and consistency of client and caregiver services by managing schedules, maintaining regulatory records, and conducting 30-day consumer calls to assess health status and satisfaction. Partnering with internal teams, this role ensures confidentiality, compliance with licensing requirements, and responsive handling of inquiries across multiple databases.

Primary Duties

• Receive calls from clients, caregivers, service coordinators, and MCO representatives and handle inquiries, issues, and complaints professionally and on time.
• Escalate complaints, problems, or complex issues to the appropriate Team Lead, Supervisor, or Manager.
• Work within multiple databases and systems to maintain all information relative to assigned clients and caregivers.
• Maintain knowledge of legal and regulatory requirements including professional licenses, training, and background checks, and update records appropriately.
• Track the receipt and expiration of insurance, certifications, and training.
• Conduct 30-day consumer calls to assess clients' health status, treatment progress, home environment changes, and overall satisfaction.
• Manage and coordinate caregiver schedules to ensure scheduled hours match hours worked and client service is maintained.
• Maintain confidentiality of patient, client, and agency information at all times.
• Participate in after-hours on-call rotation as required.
• Perform general office duties including responding to inquiries, organizing files, and managing supplies.

Skills & Qualifications

• Bachelor's degree and prior office experience preferred, including experience maintaining and working with various databases and systems.
• Intermediate computer skills with the ability to create and modify documents using Microsoft Word, Excel, and PowerPoint.
• Strong attention to detail, self-motivation, and reliability with a commitment to confidentiality.
• Excellent communication and customer service skills with the ability to function effectively as a team member.
• Ability to manage stress and conflict appropriately.

Sitting at the intersection of customer service operations and team leadership, the Care Supervisor leads the day-to-day management of a 24/7/365 Customer Care Center that serves as the first point of contact for global customers, overseeing escalation handling, productivity, and case management processes. Operating across training, data integrity, and cross-functional coordination, this role delivers superior service standards and supports strategic policy implementation within a global organization.

Duties

• Act as the escalation point and manage critical customer concerns and issues.
• Provide daily supervision and coordination of the Customer Care Center team to deliver superior services.
• Lead the team by example and execute sound business judgment.
• Maximize team productivity by executing company service policies.
• Manage the timely and effective resolution of dealer and customer concerns and inquiries.
• Track measurement reports reflecting service team performance metrics against published targets.
• Implement strategic policies and changes as required.
• Provide telephone handling and administrative training for Customer Care Agents.
• Implement and ensure standard case management processes.
• Manage data integrity projects with participation in data management audits and reconciliations.
• Develop department work instructions to maintain order and account accuracy.

Requirements

• Bachelor's degree required.
• Minimum of 3 to 5 years of experience managing a support or customer service team, or equivalent experience in a demanding customer-facing environment.
• In-depth experience and knowledge of service-related processes and policies.
• Working knowledge of Salesforce and Microsoft Office applications.
• Ability to manage multiple projects involving departmental and interdepartmental resources and personnel.
• Excellent verbal, written, interpersonal, organizational, telephone, and presentation skills.

A key member of the sea logistics procurement team, the Sea Logistics Operational Care Supervisor leads pricing strategy and carrier relationship management at the most senior levels to drive profit maximization across import and export operations. Collaborating across business owners, colleagues, and CCLs, this role builds freight rate transparency and supports account retention and new business development through responsive RFQ handling and customer feedback initiatives.

Functions

• Maintain and strengthen carrier relationships at the most senior levels.
• Develop pricing strategies by leading pricing and RFQ preparation, driving sea logistics procurement, and managing carrier relationships for profit maximization.
• Cooperate with managers and colleagues to provide timely responses to rate requests.
• Set selling prices within given bandwidths in accordance with local conditions and pricing policy.
• Direct the organization to book shipments based on carrier agreements or lowest cost.
• Ensure full transparency and sharing of current freight rate levels with CCLs.
• Support and exchange information with others to gain new accounts, retain existing ones, and develop further business.
• Assist business owners with non-standard RFQ-related requests.
• Seek out customer feedback to drive improvements.
• Ensure databases are kept up to date with the most relevant pricing information.

Experience & Qualifications

• Bachelor's degree in Economics, Import/Export, Logistics, or a related field.
• At least 10 years of experience in freight forwarding or logistics, with at least 2 years in the same or similar position.
• Experience dealing and working with shipping lines.
• Good knowledge of foreign trade, forwarding, import/export processes, and customs.
• Strong analytical and organizational skills.
• Strong leadership, communication, conflict resolution, problem-solving, and time management skills.
• Good command of English.

Sustained delivery of exceptional customer experience depends on the Care Supervisor, who develops and measures quality assurance processes, oversees rostering to meet SLAs, and leads cross-functional relationship management within the Customer Care Team. Based within a CX Development and Implementation function and reporting to the CX Development and Implementation Manager, this role drives measurable service improvements through performance feedback, training, and alignment with international customer care teams.

Accountabilities

• Formulate and measure effective quality control processes to maintain exceptional service levels.
• Liaise with the CCT Manager Operations to ensure successful rostering to meet SLAs.
• Develop and maintain cross-functional business relationships to ensure seamless information delivery.
• Ensure effective training process and procedure documents are in place to minimize staff churn.
• Develop effective escalation processes and procedures to empower the team and minimize internal escalation.
• Track data and provide reporting to the CX Development and Implementation Manager as required.
• Complete monthly management reports including insights and commentary to SLT and global standards.
• Partner with Learning and Development stakeholders to identify and meet training needs.
• Provide constructive and motivational performance feedback to team members.
• Liaise with international customer care teams to align global business priorities and review onboarding processes annually.
• Assess and continually improve QA assessments, implementation, and actions.

Technical Qualifications

• Experience operating as a customer care team manager with a track record of delivering against SLA targets.
• Proven experience in managing quality assurance processes and driving measurable improvements.
• Strong knowledge of the market and understanding of the member journey.
• Experience in reporting and generating qualitative and quantitative insights around member perception.
• High level of business development and improvement experience with a solution-driven mindset.
• Exceptional attention to detail and strong analytical and problem-solving skills.
• Excellent written, verbal, interpersonal, and influencing communication skills.
• Ability to work under pressure.

As the Care Supervisor, this role organizes and directs the daily functions of 14 to 20 Customer Care Representatives, overseeing hiring, coaching, performance evaluation, and complex cross-functional projects from inception to completion. The Customer Care Team relies on this work to maintain compliance with HR policies, uphold consultative service standards, and build a productive, engagement-focused department.

Activities

• Organize and direct the daily functions of 14 to 20 Customer Care Representatives.
• Interview and recommend candidates for hire, coach and develop staff, assign and monitor work in progress, evaluate performance, and administer corrective action.
• Support HR Partners in the administration of ADA, FMLA, Workers' Compensation, and internal HR policies to ensure compliance with state and federal requirements.
• Direct and supervise relationships between Customer Care and other partners to establish effective communications and develop an optimum working partnership.
• Provide individual and team coaching and training to promote consultative skills, increase customer satisfaction, and enhance member retention.
• Monitor employee performance through side-by-side and remote observations, regular follow-up meetings, and ongoing feedback.
• Serve as a mentor to employees to assist in succession planning and talent development.
• Analyze and resolve escalated or unexpected issues and spearhead complex cross-functional projects from inception to completion.

Position Requirements

• Bachelor's degree from an accredited institution or equivalent experience.
• 5 years of call center experience, including at least 3 years in a supervisory role.
• Experience in standard call management practices in a multi-channel business environment.
• Ability to monitor and measure call center analytics and provide data-driven recommendations to management.
• Technical understanding of call center systems supporting call reporting, quality monitoring, and workforce management.
• Proficient in Microsoft Office including Word, PowerPoint, Outlook, and advanced Excel.
• Strong interpersonal skills, attention to detail, and ability to manage multiple tasks simultaneously.

Patient Care Supervisor produces safe, high-quality patient care outcomes by assisting the Manager/Director with department operations, supervising nursing staff, and applying process improvement methodology across staffing, quality, and regulatory compliance. Success in the position means collaborating with Nursing and Provider leadership to implement standards of practice, advocate for patient and family needs, and support a culture of high employee engagement and professional development.

Operational Focus

• Partner with the Manager/Director to supervise day-to-day and shift-to-shift operations in support of the organization's mission, vision, values, and goals.
• Assist the Manager/Director to plan, manage, coordinate, and evaluate patient care activities including staffing, resource management, quality, safety, regulatory compliance, and financial management.
• Prioritize assignments to ensure timely, productive, and efficient use of resources.
• Collaborate with Nursing and Provider leadership to implement and evaluate standards of practice.
• Collect and analyze quality data and apply process improvement methodology to ensure delivery of safe, quality patient care.
• Assist with department change initiatives and act as a change agent for system, procedure, and process changes.
• Ensure unit protocols, benchmarks, and hospital procedures are initiated appropriately.
• Advocate for patient, family, and staff needs while promoting a culture of high employee engagement, professional development, and nursing education.

Knowledge, Skills & Abilities

• Bachelor's degree in Nursing required, or a Bachelor's degree in another field if a Master's degree is in nursing or healthcare.
• Licensed Registered Nurse with the ability to obtain licensure as required.
• BLS certification required, ANCC or AONL certification preferred.
• At least 3 years of nursing experience, including at least 1 year in a formal or informal leadership role such as charge nurse, lead, or preceptor.
• Pediatric and adult ED experience preferred.
• Knowledge of the patient population served in the area of responsibility.
• Strong skills in the provision of patient care, quality improvement, and regulatory compliance.

The Care Supervisor produces measurable improvements in customer experience across high-volume energy programs by managing daily call center operations, appointment scheduling, and statistical reporting. Reporting to organizational leadership, this role oversees performance metrics and benchmarks, coaches direct reports through weekly evaluations, and implements customer service strategies aligned with program compliance requirements.

Key Deliverables

• Manage and supervise the day-to-day operations of the customer care center to ensure smooth workflow and achievement of program goals.
• Manage appointment scheduling and workload distribution to ensure high utilization and quality service among representatives.
• Handle escalated calls, complaints, and questions from internal and external customers with urgency and bring them to positive resolution.
• Coach and mentor direct reports through weekly meetings, performance evaluations, and ongoing interactive feedback.
• Create and implement a customer service strategy aligned with organizational goals and focused on improving customer experience.
• Set performance goals, metrics, and benchmarks to evaluate individual employee performance and compliance with client requirements.
• Prepare daily, weekly, and monthly statistical reports to measure performance quality and identify opportunities for process improvement.
• Ensure inbound and outbound calls and appointment schedules are completed accurately, on time, and in compliance with OSHA and company safety procedures.

Professional Experience

• High school diploma or equivalent required, Bachelor's degree preferred.
• At least 5 years of demonstrated supervisory experience, preferably in a production-oriented or customer service environment.
• Knowledge of customer service best practices, systems, and technology.
• Strong organizational, project management, problem-solving, and prioritization skills.
• Ability to collaborate with senior leadership on program data and manage projects through to implementation.
• Proficient in Microsoft Office Suite with intermediate Excel skills.
• Strong written and verbal communication skills with the ability to communicate effectively with customers, staff, managers, and clients.

Embedded within a customer care operations team, the Care Supervisor develops team leads and frontline representatives by supervising call center operations, communicating organizational policies, and coordinating training programs to support SLA achievement and client program delivery. Working closely with clients and managers, this role advances department performance through escalation resolution, continuous improvement initiatives, and regular stakeholder reporting.

Areas of Ownership

• Guide customer service effectiveness by communicating organizational policies, setting performance goals, monitoring calls, and providing constructive feedback to achieve productivity and quality standards.
• Develop and mentor team leads by supervising managerial responsibilities and providing advice and direction to ensure cohesive department leadership.
• Manage resolution of system and technology errors by monitoring equipment functionality and escalating issues to management and technical professionals.
• Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support SLA achievement and client program delivery.
• Guide resolution of escalated calls by utilizing available resources to resolve customer issues and negotiate sensitive situations.
• Support implementation of process and technology changes by coordinating training programs and distributing project information to prepare the team.
• Update key stakeholders on department production and performance through regular communication with clients and managers.
• Supervise daily team operations by coordinating tasks, scheduling shifts, measuring performance, and providing feedback to meet service level expectations.

Education & Experience

• High school diploma or GED required; Associate's degree or equivalent education and experience preferred.
• At least 2 years of customer service or supervisory experience with increasing levels of responsibility.
• Knowledge of customer service principles including needs assessment, de-escalation, quality standards, and customer satisfaction evaluation.
• Knowledge of performance management principles, leadership techniques, and coordination of people and resources.
• Advanced working knowledge of systems of record and processes utilized in the area of responsibility.
• Proficient in Microsoft Office including Word, Excel, Outlook, and PowerPoint.
• Strong interpersonal, organizational, and time management skills.
• Ability to work under pressure and manage expenditures to budget.
• Professional verbal Spanish language skills.