---
title: Customer Care Supervisor 8:00 AM 4:30 PM
description: Vital Records Control is hiring for the Customer Care Supervisor 8:00 AM 4:30
  PM role in Hudson, NH. See the full description and apply.
type: job
url: https://www.foundrole.com/jobs/customer-care-supervisor-8-00-am-4-30-pm-at-vital-records-control-01a0b3c5-a90e-779e-8723-7b8fccc48127
date: 2026-09-28T17:21:13Z
og_description: Join Vital Records Control as Customer Care Supervisor 8:00 AM 4:30 PM in Hudson,
  NH. Pays $45K–$55K per year. Full-time role.
og_image: https://www.foundrole.com/og/cgovr7.png
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---

| | |
|---|---|
| **Company** | Vital Records Control |
| **Location** | Hudson, NH |
| **Salary** | $45K/yr - $55K/yr |
| **Type** | Full Time |
| **Posted** | Sep 28, 2026 |
## Description

Title: Customer Care Supervisor - Vital Records

Pay: $45,000-$55,000

Reports to: General Manager - Vital Records

Summary: The Customer Care Supervisor is responsible for leading and developing a high-performing team of call center agents with a strong emphasis of First Contact Resolution. This role is responsible for daily operations, coaching and development, quality assurance, and continuous improvement of processes, technology, and people. The ideal candidate is a driven people leader who can balance real-time execution, first contact resolution, and performance management.

This role will provide direct leadership and support to Customer Care Agents.

**Key Responsibilities**

**Operational Excellence**

- Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests.
- Champion a culture of accountability, empathy, and problem-solving within the team.
- Own escalation handling and ensure timely resolution of complex customer issues.
- Conduct Quality Assurance reviews to ensure all team members are following standard operating procedures and providing excellent customer service.

**People Development**

- Lead, coach, and develop a team of Customer Care agents to achieve service level objectives.
- Conduct regular 1:1’s, calibration sessions, side-by-side coaching sessions
- Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities.

**Qualifications**

- 3-5 years in Customer Care/Service roles with 1-3 years supervising team members.
- Strong coaching and training skills and performance management in a call center environment.
- Demonstrated success improving First Contact Resolution (FCR) while maintaining service levels.
- Excellent communication and problem-solving skills.
- Ability to work a later shift to support different time zones.
- Preferred Qualifications
- Experience with CRM systems and call center technology,
- Proficiency with contact center and CRM platforms.

**Key Competencies**

- Customer-Centric Leadership: Models and promote a customer-first mindset.
- Coaching & Training: Skilled at training team members utilizing multiple training techniques and providing continuous training, growth, and mentorship.
- Analytical Thinking: Uses data and insights to drive performance metrics for Customer Care call center.
- Collaboration: Works effectively across teams to enhance the end-to-end customer journey.
- Performance Metrics
- First Contact Resolution (FCR) rate.
- Call Metrics including SLA, Average Speed of Answer, Abandon Rate.
- Customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Quality assurance compliance and improvement.

**Other duties:** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice
## Skills

- Service-Level Agreement
- Escalation Management
- Supervision
- Message Queues
- Training And Development
- Performance Management
- Performance Measurement
- Analytical Skills
- Customer Focus
- Calibration
- Problem Solving
- First Contact Resolution
- Analytical Thinking
- Customer Satisfaction
- Service Level Objectives
- Call Center Operations
- Customer Relationship Management
- Empathy
- Net Promoter Score (Nps)
- Collaboration
- Mentoring
- Continuous Learning
- Product Knowledge
- Leadership
- Customer Journey Mapping
- Quality Assurance
- Communication
- Coaching
- Customer Service

## How to Apply

[Apply for this position](https://www.foundrole.com/jobs/customer-care-supervisor-8-00-am-4-30-pm-at-vital-records-control-01a0b3c5-a90e-779e-8723-7b8fccc48127?utm_source=ai_markdown)

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