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Supervisor, Customer Care 

About the Organization First Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.

Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  


The Supervisor of Customer Care manages the overall staffing structure and workflow of a Customer Care team comprised of 15-25 Customer Care agents supporting a large client; includes day-to-day employee management as well as customer relationship management. As a supervisory role, this position will get involved in resolving escalated team issues and is expected to consistently meet departmental expectations on metrics related to deliverables. This role will maintain departmental quality and compliance standards by identify and implement ongoing improvements in the areas of people, process and systems to achieve defined performance metrics. This role requires a high level of knowledge working in call center protocol along with the ability to direct the Customer Care team to successfully meet departmental performance expectations. Decision making and problem solving are key components of this role.

Essential Duties and Responsibilities:

  • Supervises daily work production and flow from direct reports to ensure prompt and effective customer service maintaining performance records to measure weekly, monthly and quarterly achievements
  • Independently examines and analyzes the team's performance against measured service goals
  • Demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)
  • Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives
  • Monitors agent daily productivity for trends and issues
  • Handles questions and escalations from direct reports providing guidance to available resources/tools to increase capabilities and knowledge level of direct reports
  • Identifies and escalates new issues or trends, develops appropriate action plans to manage challenges, recommends process and procedure improvements to the Customer Care Manager
  • Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed
  • Monitors direct report voice and non-voice interactions for quality purposes meeting required QA monitoring monthly and conduct regular calibrations with peers to ensure individual, team and department goals are being met
  • Provides performance feedback and as necessary documents all progressive performance management steps in accordance with First Advantage policies with the guidance and approval of Human Resources
  • Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback
  • Conducts bi-weekly team meetings to build morale and provide an effective communication channel for ideas and innovation
  • Trains and orients new and current employees on the team on products, policies and procedures; serves as product and process expert and resource to the team
  • Manages to tight timelines to deliver results and free up bandwidth to support subsequent programs
  • Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports
  • Participates in special projects and performs other duties as assigned
Position Requirements

Education: Bachelor’s degree or equivalent work experience.

Experience: Minimum 5 years’ call center experience or related field is a requirement. Minimum of 3-5 years in a lead or supervisor role preferred. Call center certifications are a plus.

Other Knowledge, Skills, Abilities or Certifications: Bilingual (Spanish &English) language; Six Sigma.

Physical Requirements: This role is largely a sedentary in nature. The role requires the ability to lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.

Supervisory Responsibilities:

- Demonstrated success in supervising and motivating teams and individual employees in a call center environment
- Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts
- Experience managing multiple call queues effectively balancing resources to achieve desired Service Levels
- Ability to balance work assignments and completion of both voice and non-voice at an hourly increment
- Ability to effectively operate within diverse and cross-functional groups
- Ability to work well under stress in a fast-paced and continuously changing environment
- Strong problem solving and analytical skills utilizing creativity and innovation
- Excellent communication skills, including ability to tailor communication to audience to achieve desired results
- Proficiency in standard MS Office applications.

Working Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, calculators, filing cabinets and fax machines.

Travel Requirements: Less than 10% travel annually.

Full-Time/Part-Time Full-Time  
Position Supervisor, Customer Care  
Req Number OPE-22-00004  
Open Date 1/12/2022  
Location Remote  

This position is currently not accepting applications.

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