Contact Center Supervisor

Job Summary

Managing a team of contact center agents, the full-time Supervisor, Contact Center will supervise daily workflows, monitor performance metrics, and foster a positive work environment remotely.

Key responsibilities

• Supervises daily work flows to ensure performance goals for customer satisfaction and productivity are met
• Monitors and analyzes service and productivity metrics, partnering with the Quality Assurance team to ensure compliance
• Conducts training programs for new hires and existing staff, developing motivational strategies to enhance agent performance

Required qualifications

• High School Diploma or equivalent required; Bachelor's Degree in a relevant field preferred
• Minimum of 4 years of relevant experience required
• Experience as a change agent and motivator in a large team setting
• Proficiency in computer software, including Microsoft Office
• Ability to design and deliver training for small and large groups effectively