Supervisor, Call Center, E Hartford, CT onsite

Job Description

Job Description

Call Center SupervisorPosition Summary

Reporting to the Operations Manager, the Call Center Supervisor is responsible for overseeing the daily operations and performance of call center staff. This role works collaboratively with operations management, training, and quality assurance teams to ensure employees meet established service standards for timeliness, accuracy, productivity, and customer satisfaction.

The successful candidate will demonstrate strong leadership, analytical, and problem-solving skills, while identifying and implementing strategies to improve operational efficiency, employee performance, service quality, and overall team effectiveness.

Primary Duties and Responsibilities1. Staff Supervision and Operational Oversight

• Oversee daily staff performance to ensure established service levels, operational requirements, and quality standards are consistently met.

• Monitor employee productivity, accuracy, attendance, conduct, and adherence to organizational policies and procedures.

• Establish, maintain, and review performance metrics to measure individual and team results against operational objectives.

• Prepare, review, and maintain accurate daily and monthly reports relating to staffing, productivity, quality, and overall call center performance.

• Evaluate operational trends and recommend adjustments to improve performance, efficiency, and service delivery.

• Serve as a resource for staff inquiries, complex cases, escalations, and situations requiring additional knowledge or decision-making.

• Maintain current knowledge of relevant government programs, social services, organizational processes, and business requirements to support staff in their daily responsibilities.

• Develop, review, and update policies, procedures, and work instructions as required.

• Identify opportunities for continuous improvement and implement solutions to address operational challenges.

2. Technical and Operational Expertise

• Serve as a subject matter expert on call center operations, processes, procedures, and service requirements.

• Provide guidance and support to staff in resolving questions, reviewing cases, and managing escalated issues.

• Ensure assigned projects, tasks, and deliverables are completed accurately and within established timelines.

• Communicate potential delays or barriers to management in advance and recommend appropriate solutions.

• Maintain high standards of accuracy, quality, and timeliness in all work and deliverables.

• Collaborate with management, training, and quality assurance teams to identify performance gaps and support process improvements.

3. Leadership, Coaching, and Team Development

• Support employee development through regular coaching, individual consultations, performance reviews, and ongoing feedback.

• Conduct monthly employee performance assessments and communicate expectations, objectives, and areas for improvement.

• Monitor progress toward individual and team performance goals and provide guidance to help employees achieve established standards.

• Address performance deficiencies promptly and professionally through coaching, corrective action, and formal disciplinary processes when appropriate.

• Take initiative in resolving performance concerns related to productivity, quality, attendance, and adherence to workplace expectations.

• Promote employee engagement, accountability, collaboration, and professional development.

• Identify staff training needs and work with appropriate teams to strengthen employee knowledge, skills, and performance.

• Encourage continuous learning and support employees in preparing for future growth and advancement opportunities.

4. Customer Service and Communication

• Respond to and facilitate the timely resolution of customer concerns, complaints, inquiries, and escalated issues.

• Communicate clearly, professionally, and effectively with internal teams, external customers, and business partners.

• Ensure staff consistently deliver courteous, accurate, and responsive customer service.

• Monitor adherence to established service timelines and ensure calls and inquiries are handled within required timeframes.

• Act as a liaison between the call center and relevant stakeholders to identify, communicate, and resolve operational issues and process barriers.

• Promote effective communication and collaboration to improve customer experiences and service outcomes.

5. Administrative and Team Support

• Assist with recruitment, onboarding, training, and ongoing staff development.

• Review, verify, and approve employee timesheets for timely payroll processing.

• Monitor and maintain accurate records of employee attendance, performance, and quality assurance results.

• Maintain appropriate documentation relating to coaching, performance reviews, and corrective actions.

• Prepare operational reports and provide management with updates on staffing, performance, and emerging issues.

• Participate in meetings, projects, and process improvement initiatives as required.

• Perform other related duties as assigned.

Education and Experience

• Post-secondary education or an equivalent combination of education and relevant work experience.

• A minimum of two years of call center experience in a supervisory, team leadership, or management role.

• Strong knowledge of call center operations, customer service practices, performance standards, and operational procedures.

• Demonstrated experience in employee coaching, training, performance management, and team development.

• Experience monitoring performance metrics, analyzing operational data, and preparing reports.

• Strong analytical, problem-solving, and decision-making skills.

• Ability to work collaboratively in a team-oriented environment.

• Demonstrated ability to meet or exceed established performance expectations.

Required Skills and Abilities

To perform this role successfully, an individual must be able to carry out the essential duties and responsibilities effectively. The requirements listed below represent the knowledge, skills, and abilities necessary for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong written and verbal communication skills, including the ability to prepare clear documentation, deliver presentations, and conduct professional discussions.

• Proficiency with standard office software, computer systems, reporting tools, and related technology.

• Strong analytical and problem-solving abilities, including the capacity to assess information, identify trends, and implement practical solutions.

• Ability to provide effective leadership, motivate employees, and foster a positive and productive work environment.

• Demonstrated ability to coach, mentor, and develop employees while maintaining accountability for performance.

• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

• Ability to exercise sound judgment, manage escalations, and make decisions within established guidelines.

• Commitment to accuracy, quality, customer service, and continuous improvement.

• Ability to build effective working relationships with employees, management, customers, and external stakeholders.

• Must be able to undergo and pass a background check and drug screen.

Work Environment

The position is generally performed in an office or call center environment with a moderate level of background noise. The role requires the ability to work in a fast-paced setting and respond effectively to changing operational demands.

• Flexibility to work varying schedules, including days, evenings, overtime, and occasional weekends, as required.

• Ability to adapt to changing priorities, staffing requirements, and service demands.

• Travel may be required depending on operational needs.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.