Supervisor Customer Care Services - #116262

iQor, Inc.; Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

iQor (branded as iQor CXBPO™) in Charlotte, NC is hiring a Supervisor to lead the Customer Service staff on site. The role emphasizes supervising daily operations, ensuring superior service, and managing escalations while mentoring team members.

The candidate should have a Bachelor's degree and at least 3 years in a related field, including 2 years in a lead role, with strong communication and process improvement skills. The position offers growth and competitive compensation.

Qualifications

• 3+ years in relevant field with 2+ years in a lead role.
• Experience supervising customer service staff is preferred.
• Bachelor's degree in Business Administration or related field is required.

Responsibilities

• Staff the Customer Service function to meet customer requirements.
• Provide team communication and inform them of changes within the company.
• Support CSA during holidays and high workload periods.
• Liaise with Business Managers to ensure CSA support to customer.
• Lead team meetings with clear objectives for staff.
• Conduct yearly appraisals for each staff member.
• Provide guidance to Team Leaders on quality and productivity goals.
• Monitor trends and report to management/customers, initiating corrective actions.
• Prepare daily, weekly, monthly and quarterly data.
• Review attendance records.
• Monitor and edit employee time system.
• Monitor qualification of gain share bonuses.
• Advise teams on policy adherence.
• Study new processes to improve efficiency.
• Follow security procedures.
• Perform other duties as assigned.

Skills

Staff supervision

Customer service leadership

Education

Bachelor's Degree

Job description

Location: Charlotte, North Carolina, United States

Posted Date: 10/29/2026

We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!

Job Summary:

Leads and administrates the Customer Service Staff within the Business Unit. Supervises, support and ensure the highest level of customer service is an everyday practice within the department. While maintaining other supervisory functions which includes but not limited to grief processing, customer contacts, and customer/employee escalations.

ONSITE - CHARLOTTE

Responsibilities:

• Provides staffing for the Customer Service function to meet customer's requirements.
• Provides Customer Service team with good communications and keep them informed of changes within the company.
• Provides CSA support by providing coverage during holidays, absenteeism, periods of high workload, etc.
• Liaises with Business Managers to ensure CSA is giving support to customer.
• Holds team meetings with clear objectives that each staff member is clear on.
• Carries out yearly appraisals to each member of staff.
• Provides management to work area by training and mentoring Team Leaders and providing advice with regards to achieving daily quality, production, and turn time goals.
• Monitors trends in functional areas, reporting this information to management and customers, and initiating corrective actions as necessary.
• Prepares daily, weekly, monthly and quarterly data as required.
• Reviews employee attendance records.
• Monitors and edits employee time system.
• Monitors qualification of gain share financial incentive bonuses.
• Provides advice to Team Leaders with regards to all unit employees adhering to company policy.
• Studies new and current processes to ensure the most efficient and effective flow is in place
• Complies and follows all procedures within the company security policy.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of experience in relevant field, including 2 or more years of in a lead role.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.