Contact Center Supervisor
About the Role
UnifyCX is growing and we are looking for an extraordinary Contact Center Supervisor to join our motivated and ambitious team. As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.
Responsibilities
- Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Monitor daily workflow and ensure that correct procedures are followed
- Keep up to date with business development and new product lines
- Support the Program Manager to highlight operational risks and areas of improvement
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Identify system and workflow improvements to enhance the team’s efficiency
- Support agent escalations and manage according to established workflow
- Escalate any appropriate problems to senior management
- Work with team leadership to develop, implement, and monitor CES development plans with an overall focus on customer service skills
- Perform other duties as assigned
Qualifications
- Prior management experience with BPO contact center preferred
- Strong attention to detail
- Excellent leadership and communication skills
- Strong customer service skills, including contact center client processes and procedures
- Strong coaching and people-development skills through call-listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic with the ability to motivate the team
- Creative thinking
- PC literate, including Microsoft Office products
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed performance goals
About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
Benefits
- Health, life, vision, and dental insurance
- 4% max matching 401K
- Other financial opportunity options
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.