Contact Center Operations Supervisor

Job Summary

Leading a remote team of Retention Specialists, the full-time Contact Center Operations Supervisor will manage daily operations to ensure exceptional customer experiences, achieve sales and contact center metrics, and foster team development and engagement.

Key responsibilities

• Lead and motivate a team to achieve sales, retention, and quality goals while monitoring performance through reporting and call audits
• Conduct regular team meetings and coaching sessions to enhance agent skills and share important updates
• Participate in the recruitment process, including interviewing candidates and making hiring decisions

Required qualifications

• Bachelor's degree or equivalent relevant experience
• 2-4 years of leadership experience in a sales contact center environment
• Experience managing remote teams preferred
• Flexible to work in a 24/7 environment, 365 days a year
• Proficient in MS Office Suite and Google Suite, with knowledge of automation and AI tools preferred