Call Center Supervisor

Call Center Supervisor

Gesher Human Services is a bridge to hope and opportunity for people at work, at home, and in the community. Gesher's workforce development, behavioral health, and inclusion programming serves all Metro Detroiters while meeting the needs of the Jewish community.

The Call Center Supervisor provides day-to-day leadership, coaching, and quality oversight for Call Center Specialists delivering phone-based career services orientation to Detroit residents. This role functions as a working supervisor, ensuring a consistent customer experience, staff preparedness, accurate documentation, and compliance with workforce program requirements. The Supervisor supports onboarding, ongoing performance coaching, and continuous improvement while maintaining the ability to provide direct services as needed.

Qualifications

High school diploma or equivalent required.

• Two to three years of experience in customer service, call center, workforce development, or human services
• Prior experience training, coaching, or mentoring staff preferred
• Strong knowledge of career services, workforce programs, or public assistance systems preferred
• Excellent verbal communication, facilitation, and problem-solving skills
• Ability to provide constructive feedback and performance support
• Strong organizational skills and attention to detail
• Proficiency with computers, databases, call tracking systems, and Office 365

Duties and Responsibilities

1. Lead onboarding, training, and ongoing coaching for Call Center Specialists and the Call Center Lead
2. Serve as a subject-matter expert for career services and referral workflows
3. Monitor call quality, documentation accuracy, and customer service standards to ensure consistency and compliance
4. Provide real-time guidance, issue resolution, and escalation support to staff
5. Reinforce standardized use of scripts, procedures, and data systems
6. Support scheduling, coverage, and daily workflow coordination to maintain service levels
7. Identify skill gaps and operational challenges; recommend and support continuous improvement efforts
8. Ensure compliance with Detroit at Work, funder, and workforce program requirements
9. Participate in quality assurance reviews, performance monitoring, and corrective action planning
10. Maintain accurate documentation related to training, coaching, quality assurance, and call center operations
11. Deliver direct phone-based services as needed to support coverage and customer demand
12. Coordinate with managers and career services teams to ensure seamless service delivery across programs

Working Conditions

Environmental conditions: Moderate noise (i.e., business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period. Physical requirements: While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop, kneel to install computer equipment. Specific vision abilities required by this job include close vision requirements due to computer work. Light to moderate lifting in required. Accommodation(s): As appropriate and fiscally reasonable.

Non-Exempt: This position is non-exempt and eligible for overtime pay in accordance with the Federal Fair Labor Standards Act

The above job description is for general informational purposes only and is not intended to be all inclusive or limiting as to specific duties. The Agency reserves the right to modify, interpret, or apply this job description in any way the Agency desires and in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying the position. The described job requirements are subject to change to reasonably accommodate qualified individuals with a disability.

This job description is not an employment contract, implied or otherwise and any employment relationship remains "at-will."

Gesher is proud to be an equal employment opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status, or any other applicable characteristics protected by law.