Call Center Supervisor

Job Description

Job Description

We are hiring for a Call Center Supervisor in the Portland, OR area!

Location : Portland, OR 97229

As a Call Center Supervisor, you will play a key leadership role in driving team performance, ensuring exceptional customer service, and fostering a positive and productive work environment. You will be responsible for overseeing daily operations, coaching team members, and supporting both agents and consumers to uphold our brand’s commitment to excellence. This includes managing supervisor duties, handling escalations, and assisting with quality.

Key Responsibilities:

• Team Leadership & Performance Management
  • Provide effective coaching and guidance to team members to meet performance and behavioral standards.
  • Accurately complete and approve timecards in a timely manner.
• Quality Assurance & Coaching
  • Handle additional quality work in partnership with the Quality Intelligence team. 
  • Monitor and evaluate agent calls to ensure quality and compliance with company standards.
  • Conduct regular coaching sessions and performance reviews to support agent development.
  • Offer real-time support to agents via chat and in-person interactions.
• Customer Escalation Management
  • Handle escalated customer issues with professionalism and efficiency, ensuring timely resolution and customer satisfaction. This includes escalations above Tier 2 agents and escalations from frontline agents.
• Reporting & Analytics
  • Utilize internal templates and reporting tools to deliver daily operational summaries to leadership.
  • Leverage weekly and monthly performance metrics from Workforce Management to inform coaching strategies and support team incentives.
• Technical Support
  • Provide basic troubleshooting for agent equipment and software, including password resets and issue reporting through internal ticketing systems.

Qualifications:

• Strong communication skills with the ability to deliver clear, constructive feedback.
• Positive attitude with emotional intelligence to read situations and respond appropriately.
• Comfortable working in dynamic, fast-paced environments with frequent changes.
• Previous experience in a call center and/or e-commerce customer service environment is preferred but not required.
• Minimum of 2 years in a supervisory or leadership role.
• Proven ability to conduct effective coaching conversations with team members.
• Strong technical aptitude and familiarity with call center technologies and systems.
• Ability to comfortably give and receive professional feedback.

#westpriority26

This is a Contract position based out of Beaverton, OR.

The pay range for this position is $30.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Beaverton,OR.

This position is anticipated to close on Sep 15, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.