Contact Center Supervisor
Job Summary
To lead a dynamic team of Customer Service Representatives, the full-time salaried Contact Center Supervisor will focus on coaching, performance management, and enhancing customer experience while working onsite in Troy, Ohio.
Key responsibilities
- Conduct regular coaching sessions and performance evaluations to develop team capabilities and improve service delivery
- Monitor and analyze call quality and customer interactions to ensure compliance with service standards and identify improvement opportunities
- Serve as the primary escalation point for complex customer issues, ensuring effective resolution and process improvements
Required qualifications
- Associate's degree required; Bachelor's degree preferred
- Minimum 4-6 years of customer service or contact center experience
- At least 2 years of supervisory or people leadership experience
- Experience leading remote teams is preferred
- Strong understanding of contact center operations and customer experience principles
Complete Job Description
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