Customer Care Supervisor - Lead & Elevate FCR Team

Vital Records Control (VRC); Hudson (NH); On-site; USD 45,000 - 55,000; Full time

Job summary

Vital Records is seeking a Customer Care Supervisor to lead and develop a high-performing call center team. You will focus on First Contact Resolution, monitor real-time metrics, and coach agents for continuous improvement.

The role requires 3–5 years in customer care with 1–3 years in supervision, strong coaching skills, and the ability to work later shifts to cover multiple time zones. Reporting to the General Manager.

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.

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 SOPs are followed and service is excellent.

Skills

Coaching and training

Customer service

Call center operations

Data-driven decisions

Communication skills

Job description

Vital Records is seeking a Customer Care Supervisor to lead and develop a high-performing call center team. You will focus on First Contact Resolution, monitor real-time metrics, and coach agents for continuous improvement.

The role requires 3–5 years in customer care with 1–3 years in supervision, strong coaching skills, and the ability to work later shifts to cover multiple time zones. Reporting to the General Manager.