Call Center Supervisor - Nashville, TN

Requirements

Candidates should demonstrate strong listening and computer skills, exceptional attention to detail, and the ability to perform well under pressure. As a Call Center Supervisor, you will guide and support call center representatives to meet quality, productivity, and service-level expectations. You’ll conduct regular coaching sessions, address performance concerns, evaluate staff, and collaborate with HR and Talent Acquisition on hiring, promotions, and corrective actions.

• Manage schedules and oversee daily workflows
• Analyze quality and call trends
• Ensure compliance with company policies, including wage & hour requirements
• Handle escalated situations, recommend process improvements, participate in departmental initiatives, and provide steady leadership
• Support and enforce call center expectations
• Oversee the work of subordinates to facilitate productivity or overcome difficult aspects of work

Qualifications

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
• Aid direct reports with escalated issues or cases as needed
• 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
• Supervisory or team lead experience in a remote contact center environment
• Excellent communication, coaching, and problem solving skills
• Technical proficiency with remote-work technologies
• Ability to troubleshoot basic technical issues related to softphones, VPNs, CRMs, and remote workstation tools
• Process improvement experience, including identifying operational gaps, streamlining workflows, and driving efficiency or quality improvements
• Must be a US Citizen

Location: Onsite in Nashville, TN. The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.

Pay

Annual salary range: $54,000.00 - $63,000.00