Supervisor - Call Center

Supervisor - Call Center## General information

Date Wednesday, November 4, 2026

City Remote Country United  States Working time

Full-time## Description & Requirements The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.
** Position is contingent upon contract award **- This is a fully remote role.

- Must be a U.S. citizen.

- Equipment will be provided but must meet the remote position requirement provided below.

- Must have the ability to pass a federal background check.

Remote

Position Requirements :

- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to ).

- Minimum 5mpbs upload speed.

- Connectivity to the internet via Category 5 or 6 ethernet patch cable to thehome internet router.

- Private work area and adequate power source

Essential Duties and Responsibilities:

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and call center activities as required
- Support and enforce call center expectations
- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Assist direct reports with escalated issues or cases as needed
- Perform other duties as assigned by leadership
- Maintain a high level of confidentiality while performing all work tasks  - Perform other duties as assigned by leadership.

Minimum Requirements
- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

- Experience supervising agents in a benefits focused call center.

- Experience with workforce management and real-time queue tools.

- Experience supervising remote agents.
**** Position is contingent upon contract award **- This is a fully remote role.

- Must be a U.S. citizen.

- Equipment will be provided but must meet the remote position requirement provided below.

- Must have the ability to pass a federal background check.

Remote

Position Requirements :**- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to ).

- Minimum 5mpbs upload speed.

- Connectivity to the internet via Category 5 or 6 ethernet patch cable to thehome internet router.

- Private work area and…