Customer Care Supervisor

AccruePartners; Fort Mill (SC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading service hub in Fort Mill seeks a Customer Care Supervisor to lead a 2nd shift team of call center representatives. This role emphasizes performance management, team coaching, and operational excellence, providing strong autonomy and opportunities for advancement.

Benefits

Strong bonus structure with quarterly incentives

Dedicated training and onboarding infrastructure

Long-term opportunities for advancement

Qualifications

• 3-5+ years in a high-volume call center environment.
• 2 years in a supervisory or leadership role.
• Experience driving performance and managing KPIs.

Responsibilities

• Lead a team of 10–11 call center representatives during peak hours.
• Own team coaching, 1:1 development, and call monitoring.
• Manage service quality and team performance.

Skills

Team Leadership

Performance Management

Customer Service

Coaching

Job description

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CUSTOMER CARE SUPERVISOR (2ND SHIFT)

Lead a High-Performing Team at a National Industry Leader

• One of the most recognizable names in their industry, experiencing rapid national growth through acquisition and expansion
• A customer-focused service hub operating 24/7/365 with a strong emphasis on coaching, results, and operational excellence
• A culture of accountability and autonomy, leaders are expected to "own their shift"
• Leadership team known for being collaborative, hands-on, and committed to developing internal talent
• A consistently top-ranked employer in the Charlotte region, with a strong reputation for promoting from within
  
  

CUSTOMER CARE SUPERVISOR (2ND SHIFT)

Lead a High-Performing Team at a National Industry Leader

THE TEAM YOU WILL BE JOINING

• One of the most recognizable names in their industry, experiencing rapid national growth through acquisition and expansion
• A customer-focused service hub operating 24/7/365 with a strong emphasis on coaching, results, and operational excellence
• A culture of accountability and autonomy, leaders are expected to "own their shift"
• Leadership team known for being collaborative, hands-on, and committed to developing internal talent
• A consistently top-ranked employer in the Charlotte region, with a strong reputation for promoting from within
  
  

LOCATION

• Onsite in Fort Mill, SC – Monday to Friday, 12 PM – 9 PM (2nd Shift)
  
  

What They Offer You

• Opportunity to lead a successful evening team that consistently exceeds performance metrics
• Strong bonus structure with quarterly incentive tied to team results—this team is already over goal
• Dedicated training, onboarding, and coaching infrastructure to set you up for success
• Direct ownership of your shift, with the autonomy to coach, develop, and drive your team’s success
• A growing company with long-term opportunities for advancement across leadership roles
  
  

WHY THIS ROLE IS IMPORTANT

• Leads a team of 10–11 call center representatives during peak 2nd shift hours, managing both inbound customer service and sales inquiries
• Serves as the only on-site leader in the building after 5 PM, ensuring service quality and team performance remain high
• Owns team coaching, 1:1 development, and call monitoring with a strong emphasis on performance feedback
• Participates in rotating workforce management duties that support staffing across all shifts
• Contributes to a culture of continuous improvement by identifying coaching gaps, training needs, and process opportunities
  
  

THE BACKGROUND THAT FITS

• 3–5+ years in a high-volume call center environment, including at least 2 years in a supervisory or leadership role
• Proven experience driving performance, managing KPIs, and leading frontline teams
• Comfortable coaching side-by-side, listening to live calls, and running weekly team meetings and 1:1s
• Strong presence and confidence to lead independently during evening hours
• Industry background is flexible, experience in telecom, financial services, or utilities is acceptable, but prior success in fast-paced, customer-focused environments is key

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Staffing and Recruiting

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