Call Center Supervisor (Mornings

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.

Directly supervise a team of IT Call Center agents, monitor daily call volumes, ticket queues, and agent performance metrics, and serve as the first-line escalation point for complex or sensitive IT support issues.

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