Supv, Capability Center Operations Customer Care
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Customer Care Supervisor
Plans, organizes, leads, controls, and coordinates the daily activities of non-exempt associates supporting hazard outsourcing operations, ensuring high-quality service and strong team performance.
Plans, organizes, leads, controls, and coordinates the daily activities of non-exempt associates supporting hazard outsourcing operations, ensuring high-quality service and strong team performance.
Key Responsibilities
Customer Care & Operations
- Oversee inbound and outbound customer interactions, including calls, correspondence, workflows, and escalations.
- Ensure timely and effective resolution of customer issues and maintain service levels.
Team Leadership
- Coach and guide associates to improve performance and engagement.
- Promote team development and align resources to operational needs.
Performance Management
- Monitor KPIs related to productivity and quality.
- Analyze performance, identify root causes, and implement corrective actions.
Planning & Control
- Support short- and long-term planning for the team.
- Ensure controls are in place to manage risk, performance, and process improvements.
People & Stakeholder Management
- Support recruitment, performance management, and employee relations in line with HR policies.
- Communicate performance results and collaborate with internal teams and clients as needed.
📍 Schedule: Tuesday to Saturday | 9:00 AM – 6:00 PM
📍 Hybrid Model
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