Contact Center Supervisor

Job Summary

To support a growing Consumer Products Account team, the fully remote Contact Center Supervisor will manage and coach Customer Service Representatives (CSRs), oversee daily performance, and ensure exceptional client service while preparing schedules and participating in staff training.

Key Responsibilities:

• Provide coaching and feedback to CSRs, monitor productivity, and conduct quality assessments
• Serve as the first point of contact for escalated customer concerns and recommend process improvements
• Prepare weekly schedules for CSRs and manage time-off requests to ensure client coverage

Required Qualifications:

• Strong understanding of contact center operations and performance enhancement strategies
• Three years of customer service experience with supervisory responsibilities, preferably in a call center
• Proficiency in Microsoft Office Suite and experience with technical support and troubleshooting
• Consultative customer service skills with a solution-oriented mindset
• Ability to work collaboratively in a fast-paced environment while managing multiple projects