Call Center Supervisor

Duties And Responsibilities

• Provide daily supervision, guidance, and support to Call Center Representatives.
• Monitor attendance, schedule adherence, productivity, call quality, and customer service performance.
• Coach employees and provide timely, constructive feedback to improve performance.
• Absorb representatives with complex questions and handle escalated customer concerns when necessary.
• Ensure the team provides customers with accurate, consistent, and professional service.
• Monitor customer interactions and documentation for accuracy and compliance with established standards.
• Cook daily work assignments and help maintain adequate coverage during periods of changing call volume.
• Support new-hire training, ongoing coaching, and communication of procedural updates.
• Reinforce confidentiality requirements and the proper handling of sensitive customer information.
• Track team performance and prepare operational updates or reports for leadership.
• Identify recurring customer issues, training needs, and opportunities to improve processes.
• Collaborate with leadership to resolve operational concerns and support established goals.
• Maintain a positive, accountable, and customer-focused remote work environment.
• Perform additional job-related duties as assigned.

Requirements

• High school diploma or GED; associate or bachelor’s degree preferred.
• At least two years of customer service, call center, or related experience preferred.
• Previous supervisory, team lead, coaching, or mentoring experience strongly preferred.
• Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule.
• Strong leadership, communication, organization, and problem-solving skills.
• Ability to coach employees, address performance concerns, and manage escalated customer situations professionally.
• Strong attention to detail and the ability to manage multiple priorities.
• Comfortable using call center technology, web-based systems, reporting tools, and Microsoft Office applications.
• Ability to interpret procedures and clearly communicate expectations to employees.
• Dependable attendance and punctuality.
• Ability to lead and support employees effectively in a remote environment.
• Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information.
• Experience supporting high-volume customer service operations, government programs, human services, or seasonal call center operations is preferred but not required.