[Hiring] Customer Care Supervisor @Harte Hanks

Role Description

The Operations Supervisor is responsible for leading, coaching, and developing a team of Tier 1 and/or Tier 2 customer service representatives supporting a high-visibility customer service program across voice and digital channels. This role is accountable for driving team performance, customer experience, quality, productivity, compliance, engagement, and readiness.

• Lead and manage a team of Tier 1 and/or Tier 2 representatives across assigned customer service channels, including voice, chat, messaging, email, social, web forms, or other digital support channels.
• Set clear expectations for team performance, quality, customer experience, attendance, adherence, compliance, and professional behavior.
• Coach representatives to communicate clearly, ask relevant questions, diagnose issues logically, apply knowledge accurately, and adapt their approach based on the customer situation.
• Review customer interactions to assess both the resolution provided and the path taken to reach that resolution.
• Conduct regular coaching sessions, performance discussions, development planning, and readiness assessments.
• Monitor key performance trends, including productivity, quality, customer satisfaction, repeat contacts, escalations, attendance, and adherence, and translate findings into action plans.
• Handle customer escalations with sound judgment, ownership, empathy, and urgency.
• Partner with Operations, Quality, Training, Workforce Management, Knowledge Management, and client stakeholders to close performance, process, knowledge, and readiness gaps.
• Support new product, process, policy, tool, workflow, and channel rollouts by completing required training, reinforcing adoption, and monitoring team execution.
• Escalate operational, system, workflow, or knowledge issues with clear examples, business impact, and recommended actions.
• Support team engagement, administrative requirements, scheduling, coverage, policy adherence, and applicable compliance expectations.
• Flexibility in working hours and adapting to training settings (remote/in person) will be required to accommodate business needs and deadlines.

Qualifications

• Bachelor’s Degree preferred, or equivalent combination of education, leadership experience, and relevant contact center experience.
• 2–3 years of supervisory experience in a customer service, contact center, or BPO environment.
• Experience leading teams in a fast-paced, metrics-driven customer service environment.
• Strong verbal and written communication skills, with the ability to explain information clearly and naturally.
• Proven ability to coach, motivate, develop, and hold representatives accountable.
• Experience using performance data, quality results, customer feedback, and operational trends to identify gaps and drive improvement.
• Strong problem-solving, decision-making, and judgment in customer-impacting situations.
• Ability to learn, apply, teach, and reinforce new products, processes, tools, policies, and customer requirements.
• Ability to lead teams through change, ambiguity, product launches, process updates, and operational initiatives.
• Experience supporting voice and/or digital customer service channels preferred.

Core Competencies & Personal Attributes

• Customer and brand focus: Understands the impact frontline service has on customer trust and brand perception.
• Behavior-based coaching: Coaches to specific behaviors, not just outcomes or metric results.
• Communication clarity: Models clear, concise, professional, and natural communication.
• Critical thinking: Uses logic, context, data, and judgment to solve problems and guide decisions.
• Adaptability: Remains effective when information is incomplete, priorities shift, or customer situations change.
• Accountability: Takes ownership of team results, performance gaps, readiness, and follow-through.
• Change leadership: Helps the team understand, adopt, and sustain new ways of working.
• Collaboration: Works effectively with internal teams, vendor leadership, and client stakeholders.

Technical Skills

• Proficiency with Microsoft Office applications and business productivity tools.
• Working knowledge of CRM platforms, knowledge bases, quality tools, reporting dashboards, workforce management systems, and contact center technologies preferred.
• Ability to review customer interactions and performance data across assigned support channels.