Supervisor

Call Center Supervisor

Location: East Hartford, CT 06108 Pay Rate: $31.52/hour Schedule: Full-Time, 40 hours per week Employment Type: W-2 Contract Assignment: September 14 December 31, 2026 Openings: 1 Work Arrangement: Onsite Industry: Customer Service / Government Services / Call Center Operations

Position Overview

We are seeking an experienced Call Center Supervisor to lead and support a team of call center representatives in a fast-paced, performance-driven environment.

Reporting to the Site Operations Manager, this position is responsible for staff supervision, coaching, performance management, quality, productivity, attendance, SLA compliance, and customer service.

The Supervisor will work closely with Operations Management, Training, and Quality Assurance to ensure the team meets established standards for timeliness, accuracy, productivity, and service. The ideal candidate has at least 2 years of call center leadership experience and a strong background in coaching and developing customer service teams.

Key Responsibilities

Team Leadership & Performance

• Supervise and provide day-to-day leadership to call center staff.
• Monitor employee performance to ensure contractual service levels and company standards are achieved.
• Track productivity, quality, attendance, accuracy, and other performance metrics.
• Establish and communicate individual performance expectations.
• Conduct regular employee performance assessments.
• Coach employees on performance, productivity, quality, attendance, and customer service.
• Provide timely feedback and implement corrective or disciplinary action when necessary.
• Identify performance deficiencies and develop appropriate improvement strategies.
• Mentor and develop employees for advancement opportunities.

Call Center Operations

• Ensure the team meets established Service Level Agreements (SLAs) and contractual performance requirements.
• Monitor daily and monthly operational reports.
• Analyze performance trends and recommend operational adjustments.
• Serve as a subject matter expert and escalation point for staff.
• Assist employees with complex questions, case reviews, escalations, and customer issues.
• Support continuous improvement initiatives designed to increase productivity, accuracy, and efficiency.
• Help develop policies and procedures when necessary.

The position has direct responsibility for daily staff performance, SLA compliance, reporting, escalations, productivity, quality, and operational improvements.

Coaching & Staff Development

• Conduct ongoing coaching and employee consultations.
• Complete regular performance assessments.
• Clearly communicate performance objectives and expectations.
• Provide feedback regarding performance deficiencies.
• Address productivity, quality, and attendance issues.
• Support employee development and career progression.
• Assist with employee training and development initiatives.

Customer Service & Communication

• Facilitate timely resolution of customer complaints and escalated issues.
• Communicate effectively with internal and external stakeholders.
• Ensure representatives consistently deliver a high level of customer service.
• Serve as a liaison with business partners to identify and resolve operational issues and process barriers.

Administrative Support

• Assist with recruiting and training activities.
• Review and approve employee timesheets.
• Track attendance and Quality Assurance results.
• Complete required operational and performance reporting.
• Perform additional supervisory and administrative duties as assigned.

Qualifications

• Minimum 2 years of call center leadership experience required.
• Previous experience as a Call Center Supervisor, Contact Center Supervisor, Team Lead, or similar leadership role.
• College degree or equivalent combination of education and relevant work experience.
• Strong understanding of call center operations, processes, and performance metrics.
• Demonstrated experience coaching, training, and developing employees.
• Experience managing productivity, quality, attendance, and performance expectations.
• Strong customer service and escalation-resolution skills.
• Excellent written and verbal communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to lead, motivate, and develop staff.
• Comfortable working in a fast-paced, metrics-driven environment.
• Proficiency with standard business software and PC systems.