Call Center Supervisor (Nights

Role Overview

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.

Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures. Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.

The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff.

• High school diploma or GED required;
• Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
• 3+ years of experience in an IT call center, help desk, or technical support environment.
• 1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
• Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.

• Competitive compensation
• Health, dental and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• More