GCS Executive Customer Care Supervisor

What You'll Do:

• Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets. 
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed. 
• Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction. 
• Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey. 
• Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system. 
• Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations. 
• Foster a culture of accountability, collaboration, and continuous development within the customer care organization. 
• Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning. 
• Additional duties as assigned. 

Who You Are:

• Leadership: Inspire and empower team members to achieve strategic goals and deliver exceptional customer experiences. 
• Performance Management: Set, monitor, and analyze key performance indicators (KPIs) to drive continuous improvement and business results. 
• Communication: Demonstrate excellent verbal and written skills to convey clear, concise information across global teams. 
• Problem-Solving: Utilize analytical skills to identify challenges, determine root causes, and implement effective solutions. 
• Customer Focus: Champion a customer-centric mindset in all operational and strategic decisions. 
• Team Building: Cultivate a collaborative, inclusive environment that encourages engagement and accountability. 
• Adaptability: Thrive in a fast-paced, dynamic environment with shifting priorities. 
• Coaching & Development: Provide constructive feedback, mentor team members, and facilitate professional growth. 

What You've Done:

• 3+ years of experience in customer service or a related field. 
• 1+ years of supervisory or leadership experience in customer service. 
• Strong verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM systems. 
• Ability to multitask, prioritize, and perform in a performance-driven culture. 
• Certifications or formal training in customer service or leadership development are a plus. 

What We Offer:

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.