Contact Center Supervisor

About the role

The Contact Center Supervisor oversees daily contact center operations and leads a team of customer service representatives to ensure productivity, service quality, and performance targets are consistently achieved.

Responsibilities

• Monitor team performance and ensure productivity and service-quality goals are met
• Coach and support customer-service agents
• Resolve escalated customer concerns
• Analyze operational data to identify trends and improvement opportunities
• Implement process or training improvements to maintain efficient, high-quality service