Contact Center Supervisor II
About the role
The National Contact Center Supervisor is responsible for the day-to-day leadership, coaching, development, and performance management of a team of Customer Service Representatives (CSRs) who serve as the primary point of contact for customers, nationwide.
Responsibilities
Coaching, Performance Management & Employee Development: Conduct regular one-on-one coaching sessions focused on customer interactions, call handling, performance improvement, and professional growth. Review call recordings, quality scores, customer feedback, and performance metrics to identify coaching opportunities. Develop individual development plans and career growth pathways for CSRs. Provide consistent feedback, recognition, and corrective coaching to improve employee performance and engagement. Lead performance management activities, including goal setting, evaluations, and development discussions.
Call Quality & Customer Experience Excellence: Monitor customer interactions to ensure compliance with service standards and customer experience expectations. Analyze quality trends and identify opportunities to improve first-contact resolution, customer satisfaction, and operational efficiency. Reinforce consistent execution of customer service standards, processes, and best practices. Drive adoption of customer experience initiatives established by the National Contact Center Manager.
Training & Team Capability Development: Facilitate onboarding, cross-training, refresher training, and skill development programs. Partner with leadership and subject matter experts to identify training needs and implement developmental solutions. Ensure representatives maintain knowledge proficiency across products, services, systems, and operating procedures. Support training initiatives that improve customer interactions and employee effectiveness.
Escalation Management: Serve as the primary point of escalation for complex customer concerns, service recovery situations, and high-impact issues. Resolve customer issues professionally while balancing customer needs and business objectives. Identify recurring issues and partner with leadership to implement corrective actions and process improvements. Act as the first line of defense for both internal and external customer escalations.
Team Leadership & Operational Execution: Lead and support a team of customer-facing representatives, including remote employees across multiple locations and shifts. Communicate organizational priorities, departmental goals, and performance expectations. Ensure appropriate staffing coverage and adherence to operational standards. Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
Continuous Improvement & Strategic Support: Execute customer experience strategies and operational initiatives established by the National Contact Center Manager. Identify trends impacting customer satisfaction, employee performance, or service effectiveness. Recommend process improvements, workflow enhancements, and customer experience solutions. Participate in special projects and cross-functional initiatives supporting organizational objectives.
Qualifications
Associate's degree required; Bachelor's degree preferred. Minimum 4–6 years of customer service, contact center, or customer support experience. Minimum 2 years of people leadership or supervisory experience. Experience leading remote or geographically dispersed teams preferred. Experience coaching frontline customer service representatives in a high-volume contact center environment strongly preferred.
Strong understanding of contact center operations, customer experience principles, and performance metrics. Experience with quality monitoring, call coaching, and employee development programs. Knowledge of customer satisfaction, service level performance, first call resolution, and contact center best practices. Proficiency with CRM, telephony, workforce management, and customer service technologies.
Compensation Information
The pay rate will depend on the successful candidate’s qualifications and prior experience. ITW is an equal opportunity employer.