Call Center Supervisor

Job Description

Job Description

Position Summary

The Call Center Supervisor plays a pivotal role in supporting the success of the Customer Service Department. The Customer Service Supervisor will be responsible for providing frontline, first level supervision and leadership to customer service representatives with the goal of meeting program objectives and service levels. Acting as a bridge between management and frontline staff, this role ensures team members have the skills, resources, and confidence to deliver consistent, high-quality customer experiences.

Key Responsibilities

Coaching & Support

Provide coaching to customer service representatives, offering constructive feedback and practical tips.

Foster a positive, collaborative work environment that promotes continuous improvement.

Facilitate skills development workshops to enhance communication, problem-solving and product knowledge.

Assist direct reports with escalated issues or cases as needed

Perform other duties as assigned by leadership

Process & Quality Improvement

Observe daily operations to identify opportunities for efficiency and service quality enhancements.

Gather and share feedback from frontline employees to help refine policies and workflows.

Assist with implementing new technologies or processes to improve the customer experience.

Team Engagement

Organize team huddles, knowledge-sharing sessions, and refresher trainings.

Create and implement recognition and incentives to promote high levels of productivity and performance.

Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.

Qualifications

Bachelor Degree in Business, Communications, or related degree preferred.

• 5+ years in a contact center environment;

3+ years in a supervisory role.

Strong interpersonal and presentation skills.

Ability to communicate clearly, motivate others, and adapt to a diverse workforce.

Proficiency with customer service software and tools (e.g., MS office, CRM, , Virtual Contact Center software).

High level of patience, empathy, and problem-solving ability.

Benefits

Job Type : Salary : $60,000 - $75,000 (may vary depending on experience)

Paid weekly!

401k with company matching contributions!

Comprehensive benefits package including, vision, dental, and health insurance

Paid time off (PTO) and vacation that accrues over time

Opportunities for advancement