Supervisor

The Call Center Supervisor directs daily operations and leads a team of call center staff to meet strict performance, timeliness, and accuracy standards. This role focuses on continuous operational improvement, staff development, and ensuring exceptional customer service delivery. Key Responsibilities Monitor and evaluate daily staff performance to ensure all service level agreements (SLAs) and operational metrics are met. Act as a Subject Matter Expert (SME) to handle escalations, case reviews, and complex inquiries. Coach and develop team members through regular assessments, annual appraisals, and targeted performance management (including disciplinary actions if necessary). Track unit activity, update daily/monthly reports, and recommend workflow or policy improvements to Operations Management. Resolve customer complaints promptly while maintaining high service standards across the team. Support administrative functions, including timesheet approvals, attendance tracking, and staff recruitment. Qualifications & Skills College degree or equivalent work experience. Minimum of 2 years of leadership experience in a fast-paced call center environment. Proven ability to train, motivate, and develop staff effectively. analytical, problem-solving, and standard PC software skills. Excellent written and verbal communication abilities for client and internal interactions.

salary: $31.51 - $31.52 per hour
shift: First
work hours: 8 AM - 5 PM
education: Associate

Responsibilities

Monitor and evaluate daily staff performance to ensure all service level agreements (SLAs) and operational metrics are met.
Act as a Subject Matter Expert (SME) to handle escalations, case reviews, and complex inquiries.
Coach and develop team members through regular assessments, annual appraisals, and targeted performance management (including disciplinary actions if necessary).
Track unit activity, update daily/monthly reports, and recommend workflow or policy improvements to Operations Management.
Resolve customer complaints promptly while maintaining high service standards across the team.
Support administrative functions, including timesheet approvals, attendance tracking, and staff recruitment.

Skills

• Quality Assurance
• Operations Management
• operational improvements

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.