Contact Center Supervisor

Description

Job Summary

The Contact Center Supervisor leads the daily operations of the contact center while providing strategic direction to support the organization’s business development goals. This role involves supervising front-line staff, managing policies and procedures, and fostering a culture of high performance, professional growth, and client satisfaction. The successful candidate must be a dedicated, experienced, and mission-driven professional who is committed to building an inclusive, high-performing team and advancing strategies that enhance employment opportunities for individuals with disabilities.

JOB RESPONSIBILITIES

The Contact Center Supervisor will be responsible for the following duties:

1. Hire, onboard, and train contact center personnel, ensuring they are prepared for success in their roles.
2. Provide consistent leadership and development to direct reports through daily, weekly, monthly, and quarterly engagement.
3. Manage team schedules to ensure adequate coverage for assigned shifts, including evenings and weekends as needed.
4. Oversee daily operations, resolve issues, communicate feedback to partners, and recommend improvements to achieve performance goals.
5. Develop and manage key performance metrics and quality standards for a robust contact center operation, while coaching and holding agents accountable to the performance metrics, quality standards, and attendance expectations.
6. Monitor quality of agent interactions (calls, chats, or other channels) and deliver performance feedback.
7. Analyze call center data and prepare performance reports for upper management.
8. Ensure financial objectives are met and organizational standards for safety, quality, and on-time delivery are consistently achieved.
9. Empower the team to meet or exceed performance expectations and goals.
10. Identify and resolve challenges with professionalism using sound judgment to determine the appropriate course of action.
11. Demonstrate excellent oral and written communication skills.
12. Maintain strong attention to detail, excellent organizational skills, and the ability to manage multiple priorities in a fast-paced environment.
13. Interact with clients and team members with courtesy, respect, and sensitivity.
14. Maintain confidentiality and use discretion when handling sensitive or confidential information.
15. Perform other duties as assigned.

Requirements

JOB QUALIFICATIONS & REQUIREMENTS

1. Education: A bachelor’s degree in business administration, management, communications or related field or equivalent work experience in a leadership role in a contact center.
2. Experience: A minimum of three years of work experience in a contact center environment, with a proven track record of success in a leadership role. The ideal candidate will have broad business knowledge including workforce management, performance metrics, service level standards, risk management, and customer satisfaction. Technical proficiency in contact center technology and customer relationship management systems is highly desirable and beneficial to the success of this role.
3. Supervisory Responsibilities: One year of experience directly supervising contact center staff, including agents and team leads.
4. Physical: This role requires prolonged periods of sitting and standing, frequent use of a computer, keyboard, telephone, and other equipment, as well as frequent lifting, carrying, pushing, and pulling of objects and materials up to 10 lbs. Able to manage all self-care needs and activities of daily living as required to support successful employment, with or without reasonable accommodation.
5. Personality Traits: Must be friendly and professional at all times. Well organized, punctual, personable, dependable, able to motivate and work well with others, enthusiastic, adaptive, positive, and flexible. Good customer relations skills are mandatory. Excellent written and verbal communication skills with the ability to speak clearly, professionally, and effectively to customers. Superior critical thinking, strategic planning, and problem-solving skills required.
6. Working Conditions: Office setting. Occasional travel between facilities is required.
7. Work Schedule: 40 hours per week. Schedule may flex to meet customer contract requirements.
8. Background Check and Drug Testing Required: Employment is contingent upon satisfactory results.

This job description does not imply that these are the only duties to be performed. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon request by his/her supervisor.

Accomplishments in these areas of responsibility will be the basis of the employee’s evaluation, continuation of employment, and changes in compensation.