Contact Center Supervisor

We are growing again and looking for our next Account Supervisor for our government line of business. This position requires a background check and paperwork to ensure your government clearance to work these programs.

Responsibilities

• Supervise and manage multiple client programs and/or programs exceeding 20 representatives.
• Peer‑to‑peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provide strategic and analytic insight to clients regarding operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality, etc.).
• Look across and manage functional areas, staying abreast of status and issues while remaining proactive in supporting clients.
• Review all major deliverables (e.g., strategic brief, functional spec, technical spec) to ensure quality standards and client expectations are met.
• Ensure client issues are dealt with efficiently, informing the Operations Manager of any critical issues that arise.
• Assist in managing the project team and functional department to maintain continuous knowledge of project status and identify potential issues or opportunities.
• Ensure all processes and procedures are completed, quality standards are met and exceeded, and are profitable.

Skills Required

• Ability to think strategically.
• Detail‑oriented with a focus on process improvement.
• Technical and process competence.
• Motivated, self‑directed, goal‑oriented, persistent, and skilled internal and external negotiator.
• High level of initiative and ability to work well in a team environment.
• Ability to guide and lead the team to achieve client goals.
• Excellent written and oral communication skills.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Ability to identify and troubleshoot customer and program problems and effectively resolve or communicate needed resolutions/escalations via application enhancements or operational process changes.
• Previous contact‑center supervisory experience.
• Strong leadership and coaching ability.
• Excellent written, verbal, and interpersonal communication skills sufficient to interact effectively with customers and co‑workers.
• Knowledge of technology and processes.
• Ability to communicate KPIs effectively.
• Strong computer skills with proficiency in Excel and Word.
• Previous experience balancing staff motivation with accountability.
• Good organization skills with the ability to multitask.
• Excellent command of the English language and strong grammar skills.
• General knowledge of basic math skills and ability to calculate percentages.

Benefits

• Competitive Pay
• Transportation Shuttle Service
• The WorkLab
• Paid Holidays
• Paid Time Off
• Tuition Reimbursement Program
• Health, Dental, and Vision Coverage
• STD, LTD and Life Insurance

Attendance and Punctuality

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.