Customer Care Supervisor

ECAM is looking for talented individuals like you! Be the next Customer Care Supervisor.

Leads the Customer Care team and is responsible for managing its operations and performance to ensure all agreed SLAs and KPIs are met. The team is the first point of contact for ECAM customers and handles authority calls on behalf of the Monitoring team, so the Supervisor is accountable for the speed, accuracy, and quality of entire customer service experience.

The role continually involves coaching, training, and developing team members, and establishing, improving, and ensuring adherence to operational processes and continuous improvement.

Duties & Responsibilities:

Customer Care Operations

• Authority Call Oversight: Oversee all authority calls handled for the Monitoring team, ensuring they follow standard procedures and quality expectations.

• Live Event Support: Serve as the escalation point during active events and for complex, sensitive, or high-risk calls with authorities or customers.

• Workflow Governance: Govern the workflow for incidents, changes, service requests, and problems, making sure queues are adequately managed, change processes are followed, and issues are communicated.

• Queue and Capacity Management: Manage phone, email, and ticket queues, staffing, and shift coverage so calls and tickets are answered within SLA.

• Quality Review: Review call recordings, event records, and Customer Relationship Management
  documentation for accuracy and completeness, and act on gaps.

• Customer Escalations: Handle escalated customer complaints and drive them to resolution with the right internal teams.

• Performance Reporting: Track and report team KPIs, including authority call response time, SLA adherence, CSAT, first-contact resolution, ticket backlog, and documentation accuracy.

Projects Management

• Develop strategies and lead projects that improve service quality, efficiency, and utilization.

• Own and maintain SOPs, call scripts, call-list standards, and knowledge base content, and roll out updates to the team.

• Continuously look for opportunities to improve the customer experience and make recommendations.

People Management

• Provide direction, training, guidance, and support to the Customer Care team.

• Conduct regular coaching, call calibrations, and quality audits to keep service consistent across the team.

• Keep the team up to date on product and process knowledge, and ensure adherence to workflow and process guidelines.

• Ensure bench strength and attrition are under control and do not impact operational excellence.

• Develop leaders in all key areas of operational delivery by identifying, nurturing, motivating, and challenging high-potential staff.

• Ensure BCP readiness, so the team can continue authority calling and customer support when the business continuity plan is activated.

• Conduct performance reviews and address performance gaps promptly and fairly.

Stakeholder Management

• Partner with Monitoring, Site Optimization, Quality Assurance, Training, SMEs, and the Support Group to deliver high-quality service.

• Work with Customer Success Managers and Account Executives on customer issues and account health.

• Present team performance, trends, and improvement plans to local and North American leadership.

Qualifications:

• Experience managing voice and non-voice teams against SLAs, CSAT, and capacity utilization targets.
• Experience governing incident, change, service request, and problem workflows.

• Leadership experience in people management, specifically coaching for performance.

• Project management, organization, and stakeholder management experience.
• Experience using a CRM or ticketing system (e.g., Salesforce) and workforce or queue reporting tools.
• Experience supervising alarm monitoring, central station, security, or emergency dispatch teams.

• Familiarity with North American emergency services, including non-emergency police lines.
• Prior experience as a Customer Care Specialist or in a monitoring role at ECAM.