Supv, Capability Center Operations

Customer Care Supervisor

Plans, organizes, leads, controls, and coordinates the daily activities of non‑exempt associates supporting hazard outsourcing operations, ensuring high‑quality service and strong team performance.

Key Responsibilities

• Oversee inbound and outbound customer interactions, including calls, correspondence, workflows, and escalations.
• Ensure timely and effective resolution of customer issues and maintain service levels.
• Coach and guide associates to improve performance and engagement.
• Promote team development and align resources to operational needs.
• Monitor KPIs related to productivity and quality.
• Analyze performance, identify root causes, and implement corrective actions.
• Support short‑ and long‑term planning for the team.
• Ensure controls are in place to manage risk, performance, and process improvements.
• Support recruitment, performance managem...