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Job description

Our client has a new role for a Contact Center Supervisor to coach, mentor, and guide early career agents for inbound and outbound customer support calls. The company is a startup, professional services firm investing in good leadership and team growth by creating this new role.

This full-time, remote position works 8 am to 5 pm EST. A hardwired ethernet connection is required at all times.

What You'll Do:

Lead a team of approximately twenty agents, monitoring attendance and quality, and also providing guidance, support, and direction.
Serve as a role model to provide a supportive and positive team culture with effective communication and collaboration.
Provide constructive feedback on call handling, process adherence, and customer service quality.
Set and monitor KPIs for the team, providing weekly status reports and adjusting in real-time.
Coach performance challenges and address behavioral challenges timely, including disciplinary conversations with team members.
Participate in the design of secret shopping activities to monitor quality and deliver feedback to agents.
Create and train on processes that align with business operations and new product offerings.

What You'll Bring:

5+ years of call center/contact center experience
2+ years of supervisory experience
Associate degree in communications, business administration, or related field or equivalent professional certificate required; Bachelor's degree preferred

What We Offer:

Full insurance package, retirement plan with company match, paid time off, professional development

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