Call Center Supervisor

About Emovis

At Emovis, we offer state‑of‑the‑art toll‑based mobility solutions and associated services for urban and interurban environments. As the competence centre for Abertis, a worldwide leading concessionaire managing 5,000 miles of high‑capacity, high‑quality motorways, we bring the quality and efficiency that Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to authorities and tolling agencies worldwide.

We are expanding our footprint in the USA, operating call centres, walk‑in centres, and welcome centres throughout the United States.

The Call Center Supervisor (CSS) may report to the Call Center Manager or Back Office Manager. Responsible for supervising inbound CSR agent operations, the CSS coaches, mentors, and trains direct reports, provides continuous performance management, clarifies expectations, conducts employee performance evaluations, and gives feedback. The CSS monitors workloads, adjusts staffing as appropriate, ensures adequate coverage, and that correct procedures are followed. The role oversees hiring, leadership, management, and motivation of the team, documents performance, and manages development initiatives.

• Implement service training to update staff on customer response standards, scripts, operational policies, and procedures.
• Respond to escalated calls with remedies or solutions.
• Ensure agents comply with all call‑center objectives, performance standards, and policies.
• Assist in the formulation of targets for individuals and teams.
• Prepare staff work schedules to ensure coverage and coordinate training.
• Support the call‑center team with day‑to‑day operations, approve leave, and monitor attendance and performance.
• Monitor performance and coach employees to meet KPI goals.
• Lead by example; provide and coach the team on exceptional customer service as outlined within agreed quality standards, including verbal, nonverbal, and written communication.
• Monitor and understand customers’ needs and determine appropriate action.
• Partner with colleagues to update SOPs and policies.
• Escalate and suggest improvements to processes.
• Identify system and workflow improvements to enhance team efficiency.
• Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken.
• Contribute to overall departmental targets by achieving KPIs.
• May perform other duties as assigned.

• High School Diploma or GED.

• 2 years of customer‑service experience as a Call‑Center Customer Service Representative.

• 1 year of experience in a supervisor role, with at least 10 direct reports.
• 6 months of experience with the Sun Pass Program.

• No travel required.

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability. The physical demands described represent those necessary to perform the essential functions of this job.

• Prolonged periods sitting at a desk, typing, and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

• Communication – Express ideas and deliver comprehensible messages, structuring them clearly while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork – Work with others, adopting collaborative and positive relationships to achieve common goals.
• Change – Accept, embrace, and drive change, and innovation while being open to different approaches, ideas, and proposals.
• Results – Meet or exceed goals and objectives by adopting an agile, dynamic, efficient, cost‑oriented approach, eagerness, and optimism to obtain best results.
• Leadership – Build and lead the team toward common results, positioning oneself as a leader and role‑model for guiding, inspiring, and driving performance and development of team members while spearheading a positive…