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Contact Center Supervisor
Location
United States
Posted
4 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
This role is responsible for leading and managing high-volume contact center operations, ensuring exceptional service delivery and operational efficiency. The Contact Center Supervisor oversees customer service representatives, monitors call center workflows, and drives continuous improvement initiatives to maintain high-quality customer interactions. You will be accountable for reporting performance metrics, coaching team members, and implementing processes that enhance productivity and customer satisfaction. The role requires strong leadership, effective communication skills, and the ability to balance operational demands with team development. This position offers the opportunity to make a tangible impact on service quality and employee engagement within a dynamic, mission-focused environment.
- Supervise day-to-day contact center operations, ensuring smooth workflow and efficient handling of public inquiries.
- Manage, coach, and develop customer service representatives to maintain professionalism and high-quality interactions.
- Monitor call center performance metrics, generate reports, and implement continuous improvement strategies.
- Ensure accuracy and compliance in all customer interactions, adhering to organizational standards and best practices.
- Support process enhancements to optimize efficiency and service delivery across the team.
- Act as a point of escalation for complex customer issues, providing guidance and resolution support.
Qualifications
- U.S. Citizenship required, with favorable Tier 1 Investigation or immediate NBIS T1 suitability eligibility.
- Ability to work from a contractor facility or an approved remote environment.
- Minimum 5 years of experience in a high-volume contact center supporting the public.
- Leadership experience with strong team management, coaching, and operational oversight skills.
- Preferred certifications include HDI (Help Desk Institute) or ICMI (International Customer Management Institute) or equivalent contact center leadership training.
- Excellent verbal and written communication skills with the ability to maintain professionalism under pressure.
- Strong organizational, analytical, and problem-solving abilities to drive team performance and operational improvements.
Benefits
- Competitive 401(k) plan with employer matching.
- Comprehensive health benefits with employer contributions.
- 11 paid holidays per year and 15 days of PTO starting for new hires.
- Tuition and continuing education reimbursement.
- Relocation assistance where applicable.
- Pre-tax commuter benefit accounts.
- Short-term, long-term, and life insurance with optional buy-up coverage.
- Veteran hiring preference and conversion to an employee-owned firm (ESOP) in 2026.
Job Requirements
- U.S. Citizenship required, with favorable Tier 1 Investigation or immediate NBIS T1 suitability eligibility.
- Ability to work from a contractor facility or an approved remote environment.
- Minimum 5 years of experience in a high-volume contact center supporting the public.
- Leadership experience with strong team management, coaching, and operational oversight skills.
- Preferred certifications include HDI (Help Desk Institute) or ICMI (International Customer Management Institute) or equivalent contact center leadership training.
- Excellent verbal and written communication skills with the ability to maintain professionalism under pressure.
- Strong organizational, analytical, and problem-solving abilities to drive team performance and operational improvements.
Benefits
- Competitive 401(k) plan with employer matching.
- Comprehensive health benefits with employer contributions.
- 11 paid holidays per year and 15 days of PTO starting for new hires.
- Tuition and continuing education reimbursement.
- Relocation assistance where applicable.
- Pre-tax commuter benefit accounts.
- Short-term, long-term, and life insurance with optional buy-up coverage.
- Veteran hiring preference and conversion to an employee-owned firm (ESOP) in 2026.
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