WHAT DOES A CUSTOMER CARE SUPERVISOR DO?

Published: September 20, 2024 – The Customer Care Supervisor coordinates workflow and activities to meet volume expectations while overseeing departmental communications regarding policies and updates. This role ensures proper training, monitors call quality and provides feedback to enhance service standards. Additionally, the supervisor handles escalated issues, reviews high-value transactions, and conducts audits to maintain performance and financial integrity.

A Review of Professional Skills and Functions for Customer Care Supervisor

1. Customer Care Supervisor Duties

  • Call Floor Assistance: Spend time on the call floor with representatives of the CC team for assistance at all times.
  • Team Development and Monitoring: Monitor the training, development, and overall performance of the team.
  • Workforce Forecasting and Scheduling: Perform workforce forecasting, scheduling, and load balancing for the Contact Center, optimizing service and quality levels while ensuring the most efficient use of resources.
  • Performance Monitoring and Error Margins: Monitor and retain low error margins for the department and individual agents, driving team performance to achieve targets set with KPIs.
  • Coaching and Feedback: Conduct individual coaching feedback sessions to improve call quality while enhancing the customer experience.
  • Performance Reviews: Perform annual performance reviews and monthly one-on-one meetings with team members.
  • Customer Service: Service internal and external customers by providing information about financial products, services, and customer concerns.
  • Leadership and Knowledge: Lead by example by maintaining a comprehensive knowledge of PLS products and services.
  • Communication and Follow-Up: Communicate and follow up on all new information related to products, services, procedures, customer needs, and company-related issues, changes, and actions.
  • Process Implementation: Ensure new processes and procedures are implemented and used effectively by self and team members.
  • Capacity Planning and Analysis: Develop and maintain capacity-planning tools to accurately forecast workload volume, providing management with analysis to determine hiring and staffing needs for optimal schedules.
  • Customer Interaction Records: Maintain accurate and updated records of customer interactions and transactions, recording details of inquiries and actions taken.

2. Customer Care Supervisor Details

  • Team Coaching and Motivation: Coach, train, and motivate the customer care team.
  • Staff Oversight and Assessment: Oversee and assess customer care staff activities.
  • Feedback for Training: Provide feedback to customer care staff on customer experience for tracking and training purposes.
  • Product Knowledge: Keep abreast of new company products and services.
  • Staff Assistance: Assist customer care staff with duties where required.
  • Performance Evaluations: Complete performance evaluations.
  • Team Collaboration: Collaborate with the commercial team to meet and exceed customer service expectations.
  • Error Monitoring and Coaching: Monitor returns and errors for coaching opportunities.
  • Policy Development: Assist with the development and implementation of service policies.
  • KPI Reporting: Provide regular reporting against established KPIs.
  • Policy Compliance: Ensure all interactions follow PLS policies, procedures, federal guidelines, and applicable laws.
  • Procedure Standardization: Study and standardize procedures to improve the efficiency of the Contact Center team.

3. Customer Care Supervisor Responsibilities

  • Effective Communication: Communicate effectively with customers, associates, peers, and managers.
  • Associate Coaching: Coach associates from experience, to drive add-on sales, credit acceptance, and "best in class" customer service experience.
  • Goal Achievement: Achieve or exceed production goals.
  • Performance Partnership: Partner with peers, managers, and the HR team on performance issues.
  • Sales Motivation Strategies: Develop team and individual strategies for sales motivation.
  • Sales Initiative Participation: Drive team participation in site and third-party sales initiatives in contests, drawings, and other promotional activities.
  • Peer Engagement: Active engagement in peer meetings.
  • Special Projects Participation: Serve on special projects teams.
  • Administrative Support: Administrative tasks supporting the department, processes, and policy.
  • Escalated Call Handling: Handle escalated calls for proper handling and follow-up.
  • Quality Assurance Compliance: Ensure Quality Assurance Requirements.
  • Productivity Reporting: Generate productivity reports for the Contact Center.

4. Customer Care Supervisor Job Summary

  • Technical Expertise and SME Support: Provide the necessary technical expertise and act as an SME to support projects.
  • Regulatory Issue Resolution: Address plan members and regulatory issues and initiatives pertinent to the prior authorization and/or appeals unit.
  • Process and Procedure Maintenance: Ensure processes, procedures, work instructions, job aids, and training are in place and maintained.
  • Cross-Business Collaboration: Work across boundaries with other lines of business.
  • Operational and Business Execution: Ensure department leadership team and staff understand and execute all operational and business requirements.
  • Quality Guideline Creation: Follow and create all quality guidelines for the functional team.
  • Performance Metrics Implementation: Implement performance metrics and work with leadership to determine best business outcomes.
  • Customer Concern Resolution: Answer questions and recommend corrective services to address customer concerns.
  • Trend Analysis and Improvement: Analyze trends ensuring that improvements are continuously made and performance is measured consistently.
  • Customer Opportunity Documentation: Understand and document the installed base and other potential customer opportunities.
  • Business Development Planning: Help develop plans to win more business from the existing and potential future installed base.
  • Customer Event Participation: Participate in onsite customer events including start-ups, troubleshooting of equipment, and/or training for self or operators.

5. Customer Care Supervisor Accountabilities

  • Workflow Evaluation and Coordination: Evaluate and coordinate workflow and activities to achieve the expected volume.
  • Departmental Communication Oversight: Oversee departmental communications between CCRs and management staff concerning policy/procedure changes, market updates, and product/marketing initiatives.
  • Problem and Escalated Call Resolution: Field problem calls and escalated calls from Processors and ensure issues are resolved quickly and accurately.
  • Processor Training: Ensure proper training of each Processor.
  • Call Monitoring and Feedback: Monitor live and recorded calls, providing constructive feedback promptly.
  • Service Quality Improvement: Coordinate efforts to improve the quality of service in the department.
  • Team Coaching and Mentoring: Coach and mentor the team while maintaining departmental standards.
  • Performance Goal Management: Ensure performance goals are realistic and achievement is maintained.
  • Performance Evaluation Delivery: Prepare and deliver performance evaluations objectively and promptly.
  • Financial-Focused Decision Making: Handle transactions and make financial-focused decisions promptly and with an elevated sense of urgency.
  • High-Dollar Transaction Approval: Review, verify, and approve high-dollar financial transactions.
  • Audit Assistance: Assist in the performance of audits.
Relevant Information
What Does A Customer Care Manager Do?