Call Center Supervisor

About the role

We are looking for a motivated Call Center Supervisor to lead a team delivering high-quality support in a fast-paced, service-driven environment, guiding daily operations, coaching team members, and using data insights to drive performance. Remote work: work from home with time onsite when needed.

Requirements

• Minimum 3 years call center management/supervisory experience, ideally government services in health and human services
• Experience using Verizon Max Agent or NICE CXone platforms
• Strong analytical, writing, and data interpretation skills
• Ability to manage multiple priorities and remain flexible under pressure
• Proficient with MS Office Suite
• Bilingual skills

What you'll do

• Direct responsibility for hiring and termination decisions
• Real-time performance management, attendance oversight, coaching, KPI compliance
• Deliver feedback and conduct training sessions
• Respond to escalated calls requesting supervisor callback
• Monitor Real-Time Adherence (RTA) and staffing coverage
• Prepare daily, weekly, monthly performance reports

Where this was posted

• LinkedIn

  last seen 2mo ago
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