Contact Center Supervisor

About the role

The Contact Center Supervisor at DATAMARK, Inc. is responsible for leading a team in delivering exceptional customer service. Key responsibilities include supervising agents, monitoring performance, and ensuring service level agreements are met. The supervisor works closely with agents to provide coaching, handle escalated issues, and foster a positive work environment.

Responsibilities

• Supervise and manage a team of contact center agents
• Maintain and monitor performance metrics to ensure SLAs are met
• Provide coaching and guidance to improve agent performance
• Handle escalated customer issues and resolve complaints
• Foster a positive work environment and promote teamwork
• Collaborate with various departments to achieve operational excellence and customer satisfaction

Requirements

• High school diploma or equivalent; bachelor's degree preferred
• Minimum of 2 years experience in a contact center environment
• At least 1 year of supervisory or team lead experience
• Open availability
• Must pass a thorough background check
• Strong communication and interpersonal skills
• Bilingual proficiency (Spanish/English)
• Excellent leadership and coaching abilities
• Familiarity with contact center metrics and performance indicators
• Ability to handle escalated customer issues calmly and professionally
• Proficient in Microsoft Office and contact center software

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k)
• Life Insurance (Basic, Voluntary)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $45,000.00 annual