Call Center Supervisor

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Supervisors serve as floor leaders and report directly to the Call Center Manager. All Supervisors are tasked with maintaining and supporting Customer Service Representatives. They monitor CSR workflow and performance, handle calls during each shift when call volume surges, and participate in technical training sessions to perform maintenance and operational tasks on call center systems. As the facility is 24 hours, Supervisors may occasionally be asked to work outside their normally scheduled hours.

• Review email communications to stay updated on policies and procedures.
• Ensure CSRs are aware of any policy or procedure changes.
• Conduct random quality assurance reviews of CSRs’ message tickets and call performance to provide coaching and supplemental training.
• Handle escalated calls to assist callers with detailed issues or correct CSR-provided information, explaining the resolution to the CSR for future reference.
• Handle other calls, emails, or SMS messages as required by call volume or workflow.
• Monitor and assist in the development of work schedules, handle call-ins, and prepare alternate schedules for illness or scheduling conflicts. Assist Call Center Managers in ensuring shifts are adequately staffed.
• Monitor CSR performance and work skills by observing navigation of screens, adherence to schedule, tone of voice, and other criteria.
• Monitor and control call queue to ensure efficient call flow and that CSRs are in a 'ready state'.
• Ensure schedule adherence, proper sign‑in/out, approved break times, and limiting wrap‑up time.
• Monitor CSR call performance to meet call quota and service levels.
• Review CSR message tickets and random calls for accuracy and metrics.
• Coach and mentor teams of agents on needed improvements, providing additional ongoing training. Document coaching/training sessions with dates and certification targets.
• Participate in client meetings occasionally under Senior Management direction, serving as second‑level responder for issues and new accounts.

Supervisors are responsible for disciplinary actions for agents and have the authority to hire, fire, or request that an agent leave the floor or be suspended, with reason. Extensive training is provided on client accounts and leadership. This position is currently accepting applications.