Call Center Supervisor
ITCON Services · Nashville, TN · 5 mo ago
On-siteCustomer ServiceFull-time
Key Responsibilities
- Supervise daily activities of call center operators
- Provide coaching, feedback, and performance evaluations
- Monitor call quality and documentation accuracy
- Ensure operators follow ICE/287(g) procedures
- Escalate complex or sensitive calls to Operations Manager or ICE counterparts
- Support shift scheduling and attendance management
- Aid in training and onboarding of new staff
Requirements
- Must be a United States Citizen
- High school diploma or equivalent; associate degree preferred
- 2-3 years of call center or supervisory experience
- Strong communication and coaching skills
- Ability to work rotating shifts including nights/weekends
- Ability to obtain required clearances
Preferred Qualifications
- Experience in law-enforcement support environments
- Familiarity with federal documentation standards