Supervisor, Capability Center Operations

Overview of Position
The Renters Solutions Customer Care organization is looking for a people-focused leader to support and develop a team of Customer Care Representatives. In this role, you will oversee daily operations, coach employees, manage escalated customer situations, and help ensure productivity, quality, and service standards are consistently achieved.

You will also identify performance trends and opportunities to reduce repeat escalations while creating an engaging, accountable, and customer-focused team environment. This is an opportunity to strengthen your leadership capabilities, expand your operational knowledge, and make a direct impact on both the employee and customer experience.

What will be my duties and responsibilities in this job?
- Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations.
- Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs.
- Communicate performance expectations,



conduct regular evaluations, and provide ongoing coaching and actionable feedback.
- Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team.
- Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations.
- Support hiring, onboarding, training, testing, and ongoing employee skill development.
- Collaborate with internal teams, leaders, clients, and other stakeholders on operational priorities, staffing needs, process improvements, and special projects.

What are the requirements needed for this position?
- High school diploma or GED.
- A minimum of 2 years of professional experience in a team-oriented work environment.
- A minimum of 2 years of supervisory or team-lead experience, including employee coaching and development.
- Ability to work various

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