Back to Specialty

Contact Center Supervisor

  • Job Number 528123
  • Type Temp
  • Location Norwalk, CT
  • Pay Depends on experience
  • Referral Bonus $50

Contact Center Supervisor

Job Description:

Norwalk, CT based company looking to hire a temp to perm Contact Center Supervisor
Remote for now but will eventually go back into the office.


Work Hours: Monday - Friday - 9:00 am - 6:00 pm - No Travel Required
Job Type: Temporary to Permanent - Exempt

Job Description:
The Call Center Supervisor is primarily responsible for overseeing and coordinating activities; for customer service and sales representatives in a fast-paced, ever-changing environment through leadership, support, and decision-making responsibilities, while maintaining high-quality services. This individual upholds a customer-focused approach to operational excellence.

Essential Functions:

  • Directly responsible for the supervision and real-time support of call center team members.
  • Ability to devise effective motivational techniques to improve the performance of the team.
  • Ensures agent's tools and support materials are accurate and operational.
  • Addresses disciplinary and performance opportunities timely, consistently, fairly, and following organizational policy and process - performance reviews, incentives, recruitment, career development, training, interviews, disciplinary or corrective actions, verifying and approving payroll records, etc.
  • Oversee all aspects of the Quality Assurance program, including call monitoring, evaluation, and calibration scoring.
  • Complete weekly KPI(s) and Quality Assurance assessments for each team member.
  • Provide coaching, training, and development to contact center agents by conducting at least one feedback session, per agent, per week and one monthly team meeting.
  • Develop training programs and initiatives based on strengths and opportunities within the call center.
  • Answers team member questions and is available to take escalated calls when required.
  • Analyzes daily performance activities, utilizing multiple reporting systems, and provides ongoing performance feedback.
  • Report system malfunctions or performance issues to the appropriate internal departments.
  • Prepares performance reports for the Management team by collecting, analyzing, auditing, and summarizing data and trends.
  • Perform other duties as assigned.

    Requirements:

    Required Experience:
  • 2+ years of previous experience in a supervisory/managerial role - call center environment required.
  • Minimum of three (3) to five (5) years of call center experience required.
  • Exemplary written and verbal skills with a demonstrated ability to communicate effectively with other team members, including internal and external customers.
  • Ability to lead and motivate a team to meet department objectives
  • Act ethically and honestly by building trust while being reliable.
  • Exceptional time management, organizational skills, and attention to detail are required to perform tasks efficiently while prioritizing multiple tasks.
  • Passion for customer service while possessing negotiation and influencing skills.
  • Ability to adapt quickly to change in a high-paced environment.
  • Ability to work collaboratively in a team environment
  • Excellent analytical skills to resolve complex customer issues.
  • Self-motivated and results-oriented, with a desire to succeed and a willingness to learn.
  • Ability to demonstrate business acumen.
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, PDF, Google Docs, and Email)
  • Call center systems to experience a plus - Five9, Salesforce, E-Merch, etc.
  • A college degree or equivalent experience is required.