Call Center Supervisor
Core
Manage and develop a team of agents to meet performance, quality, and client satisfaction metrics by providing guidance, support, and education.
Role type
Call Center Supervisor
Builds
Contact center operations for clients
Domain
Contact center management / Collections
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, performance monitoring, coaching, quality assurance, conflict resolution, policy adherence, workforce management concepts
Preferred skills
First party collections leadership, regulated program experience, formal management operating system experience
Responsibilities
Manage shift operations ensuring 80% time spent on team management, coach agents to meet targets, monitor and provide feedback on handled contacts, handle escalated customer inquiries, ensure adherence to corporate policies, run structured weekly meetings
Seniority
Individual Contributor, Mid-level
