FBS Customer Care Supervisor

• Supervises team members to enhance customer experiences for internal and external clients.
• Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
• Leads team to improve performance and contribute to organizational success.

Essential Job Functions

• Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
• Creates and implements performance improvement plans tailored to individual team member skills.
• Ensures team members meet individual and collective performance goals.
• Regularly communicates performance metrics to team members and management.
• Engages with customer inquiries as needed.
• Collaborates with other leaders to develop and implement process improvements and special projects.
• Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
• Participates in professional development through industry-related courses and seminars.
• Advocates for the organization's overall strategy and core values.

Core Competencies

• Business Results: Sets performance standards that align with departmental success.
• Innovation: Actively contributes to process improvements and organizational strategies.
• Communication: Adapts communication style to different audiences, effectively clarifying and persuading.
• Job Knowledge: Possesses in-depth knowledge of contact center processes and customer needs.
• Teamwork: Seeks and incorporates feedback for personal and team growth.
• Leadership: Actively inspires, develops, and mentors team members.