Job Description
📋 Description Directly supervise a team of 15–17 Customer Care Advocates, owning day-to-day performance Provide ongoing coaching, on-the-job training, and individualized development plans Serve as primary escalation point for complex customer issues Use data to monitor KPIs and SLAs; deliver timely feedback through call monitoring and 1:1s Support senior management in staffing, training, and process improvements Ensure adherence to policies and maintain customer data privacy and security 🎯 Requirements High School Diploma (or GED) required; Associate’s preferred Minimum of 4 years in a financial services call center or contact center 4+ years of supervisory experience in a customer care environment Strong analytical skills and ability to interpret KPIs Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) Excellent verbal, written, and interpersonal communication; ability to work evenings/Saturdays 🎁 Benefits Comprehensive health, dental, and vision plans 4 weeks PTO; 401k with company match Metro SmartTrip benefits ($50/mo) Remote or hybrid (4 days per week in-office) work schedules Incentives for sustainable commuting and wellness perks Employee perks and recognition programs
