Customer Care Supervisor

Vaco is looking to hire a Customer Care Supervisor for our client in Santa Ana, CA!

Primary Responsibilities

• Ensure customer experience excellence is at or above our standards.
• Observe that processes are being followed and identify and suggest opportunities for improvement.
• Assist with Hiring new customer care reps, training, coaching, monitoring performance, and ensuring company guidelines are being met.
• Oversee the day-to-day operations of the call center sales team and develop objectives for their day-to-day activities.
• Oversee work schedules to ensure proper phone coverage. Manage callouts, teams' timekeeping, sick time, PTO, lunch, and breaks.
• Create standard operating procedures (SOPs), training materials, scripts, and email templates.
• Provide dynamic leadership, mentoring, and guidance to team members, helping them maximize every contact for the benefit of both the business and our customers.
• Approach challenges with a positive attitude and a proactive mindset.
• Handle escalated customer complaints and provide timely resolutions.
• Liaison between Customer Care and other departments, manage and deliver timely communication

Required Qualifications

• Call Center, customer service, or supervisory experience required - 5 yrs.
• Experience working with operational / transactional systems related to contact center operations (Telephony, ERP, CRM, Websites).

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact [email protected] .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity.

You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications.

You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to :

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure.

The individual may also be eligible for discretionary bonuses.