Call Center Supervisor Onsite / Offsite

Job Overview We are seeking an experienced and motivated Call Center Supervisor to oversee daily call center operations, support customer service representatives, and help ensure a high standard of customer service. The ideal candidate will be an effective leader with strong communication, problem-solving, and organizational skills. This position may be performed onsite, remotely, or in a hybrid capacity depending on business needs. Responsibilities

• Supervise, coach, and support call center representatives to achieve performance and service goals.
• Monitor daily call center activities, workflows, productivity, and service levels.
• Provide guidance and assistance to employees handling customer questions, concerns, and escalations.
• Monitor calls and customer interactions to ensure quality and compliance with company standards.
• Conduct team meetings, coaching sessions, and performance reviews as needed.
• Assist with employee scheduling, workload assignments, and coverage.
• Track key performance indicators such as call volume, response times, customer satisfaction, and resolution rates.
• Handle escalated customer issues and work toward timely and appropriate resolutions.
• Identify operational challenges and recommend improvements to processes and procedures.
• Prepare and review performance reports and operational metrics.
• Communicate company policies, procedures, updates, and expectations to team members.
• Collaborate with management and other departments to resolve operational issues.
• Help train and onboard new call center employees.
• Maintain accurate records and protect confidential customer and company information.

• High school diploma or equivalent required; additional education is a plus.
• Previous call center, customer service, supervisory, or team-lead experience preferred.
• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable working with CRM, call center, workforce management, and office software.
• Ability to analyze performance metrics and prepare reports.
• Strong organizational and time-management skills.
• Ability to motivate employees and work effectively in a team environment.
• Ability to work independently when operating remotely.