Supervisor Contact Center Remote (E2988B)

IEEE is an EEO/AAP Employer/Protected Veterans/Disabled Job Description - Supervisor Contact Center Remote (E2988B) (260360) Job Description Description The Contact Center Supervisor leads the day-to-day service experience for IEEE members, volunteers, customers, and staff while fostering an accountable, supportive, and collaborative team environment. Reporting to the Contact Center Sr. Manager and typically supervising 5–10 employees, the Supervisor is responsible for employee performance and development, real-time quality monitoring and coaching, workload management, service escalations, and ensuring the team delivers a high-satisfaction, first-contact resolution experience. As an active, collaborative member and contributor to the Contact Center management team, the Supervisor takes ownership of the assigned shift, exercises sound judgment, and works collaboratively with Contact Center leadership and colleagues to maintain consistent communication, effective handoffs, and continuity of service. The Supervisor uses operational data and service trends to manage daily performance, anticipate staffing and workload needs, resolve escalated issues, and identify opportunities to strengthen team and operational effectiveness. Working with a high degree of independence, the Supervisor is expected to build productive relationships across IEEE, proactively seek opportunities to develop employees, and contribute to projects and improvements that support broader organizational goals. Consistent with team expectations, the Supervisor is expected to provide strong support to members, volunteers, customers, and staff while effectively managing their own workload. Success requires strong organization, accountability, follow-through, collaboration, and the ability to balance people leadership and operational priorities in a fast-paced Contact Center environment. The IEEE Contact Center Supervisor schedule is currently Sunday – Thursday with the following hours, but is subject to change: Sunday through Thursday, 5:00 p.m. – 1:30 a.m. ET One week each month, the Supervisor will work in the IEEE offices on a modified schedule to meet with clients across IEEE, receive training and coaching, and develop strong collaborative relationships with members of the Contact Center team. During on-site weeks, the schedule is as follows: Tuesday through Thursday (onsite at IEEE HQ): 9:00 a.m. – 5:30 p.m. ET Qualifications Education Bachelor's degree or equivalent experience; equivalent combination of education and experience will be considered Req Work Experience 4-7 years of supervisory experience in a high-volume call center Req Specific duties include but not limited to: SHIFT LEADERSHIP AND OPERATIONS – 40% Owns daily shift operations, including service levels, queues, schedules, workload, and assignments. Uses operational data, forecasts, and trends to identify risks, make decisions, and recommend service, staffing, policy, and process improvements. Supports holiday coverage and business continuity planning and readiness. MEMBER AND CUSTOMER SERVICE EXPERIENCE – 30% Drives continuous improvement of Edison’s AI Virtual Assistant by analyzing member inquiries, trends, and volume, identifying content gaps and FAQ needs, and contributing to enhancements that strengthen the overall member experience. Keeps management and first-shift leadership informed of performance, escalations, operational changes, and open issues, ensuring clear handoffs and continuity of service. Provides direct customer support as business needs require and models expected service behaviors. Resolves complex member, volunteer, customer, and staff issues, ensuring appropriate escalation and follow-through. Ensures the team delivers accurate, professional, and inclusive service focused on satisfaction and first-contact resolution. PEOPLE LEADERSHIP AND DEVELOPMENT – 20% Foster a culture of continuous learning through ongoing training and development that builds employee capabilities and drives consistent performance Sets expectations, monitors performance, and provides timely coaching feedback and recognition using established performance and customer measures. Conducts quality observations and develops actionable performance and development plans. Builds team capability through huddles, coaching, cross-training, career development, and ongoing learning. Ensure staffing issues are escalated to management in a timely fashion. CROSS-FUNCTIONAL PARTNERSHIP AND CONTINUOUS IMPROVEMENT – 10% Builds strong relationships across OUs and collaborates on solutions that improve member, employee, and operational outcomes. Identifies recurring issues and uses available technology, including responsible AI tools, to support measurable improvements. Contributes to projects, learning opportunities, outreach, renewal, fulfillment, and departmental initiatives that strengthen business knowledge and Contact Center performance. Ad hoc projects as required by management. Other Requirements: As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply. PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status. For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements. This position is classified under Category I - Office Positions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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