Customer Care Supervisor: Lead & Elevate FCR

NCSL International; Hudson, Northern (NH, KY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

NCSL International is seeking a Customer Care Supervisor for Vital Records to lead a high-performing call center team focused on First Contact Resolution and service quality. You will oversee daily operations, coaching, QA, and continuous improvement of processes, technology, and people.

The role requires 3-5 years in customer care with 1-3 years supervising, strong coaching skills, and experience with CRM systems.

Qualifications

• 3-5 years in Customer Care/Service roles with 1-3 years supervising team members.
• Strong coaching and training skills and performance management in a call center environment.
• Demonstrated success improving First Contact Resolution (FCR) while maintaining service levels.
• Excellent communication and problem-solving skills.
• Ability to work a later shift to support different time zones.
• Experience with CRM systems and call center technology.

Responsibilities

• Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests.
• Champion a culture of accountability, empathy, and problem-solving within the team.
• Own escalation handling and ensure timely resolution of complex customer issues.
• Conduct Quality Assurance reviews to ensure adherence to SOPs and excellent customer service.
• Lead, coach, and develop a team of Customer Care agents to achieve service level objectives.
• Conduct regular 1:1's, calibration sessions, side-by-side coaching sessions; create training programs to enhance customer service skills.

Job description

NCSL International is seeking a Customer Care Supervisor for Vital Records to lead a high-performing call center team focused on First Contact Resolution and service quality. You will oversee daily operations, coaching, QA, and continuous improvement of processes, technology, and people.

The role requires 3-5 years in customer care with 1-3 years supervising, strong coaching skills, and experience with CRM systems.