Contact Center Supervisor

Job Summary

Managing a team of customer service representatives, the full-time Contact Center Supervisor will oversee daily operations, ensure service quality, and drive performance improvements in a remote environment.

Key responsibilities

• Supervise and mentor customer service agents to enhance performance and service delivery
• Monitor call metrics and implement strategies to improve customer satisfaction and efficiency
• Collaborate with cross-functional teams to address customer needs and streamline processes

Required qualifications

• Proven experience in a supervisory role within a contact center environment
• Strong understanding of customer service principles and practices
• Ability to analyze performance metrics and develop actionable improvement plans
• Experience with workforce management tools and software
• High school diploma or equivalent; additional education in management or related field preferred