Contact Center Supervisor

Contact Center Supervisor

At Immersion Consulting, we’re driven by a simple mission: deliver meaningful work that makes a real impact. We support Federal agencies with high-quality customer experience, operational excellence, and innovative problem-solving. We rely on talented people to make that possible. Our teams are collaborative, mission-focused, and committed to helping others.

Key Responsibilities

• Supervise Contact Center Agents and ensure adherence to Open Season operating hours (8 AM–8 PM EST).
• Monitor agent performance, including call quality, accuracy, and productivity.
• Ensure compliance with performance standards such as AQL targets for speed of answer and customer satisfaction.
• Oversee escalation processes and handle complex customer issues.
• Support onboarding, training, and ongoing coaching of agents.
• Collaborate with the Project Manager and Quality Assurance Analyst to ensure continuous improvement.

Requirements

• A high school diploma and 1–3 years of contact center or customer service experience.
• Strong communication and problem-solving skills.
• Ability to work in a high-volume, time-sensitive environment.