Call Center Supervisor
About The Position
Dasher is seeking an experienced, people-focused Call Center Supervisor to lead call center agents who support Data Incidents, the Safety and Emissions Program, and other call center engagements as directed. The supervisor leads daily operations and workflow, supports employee development and engagement, ensures service quality and operational excellence, and serves as a day-to-day liaison for client relationships. The position is primarily onsite at Dasher's Harrisburg office, with occasional remote work opportunities and minimal travel, including occasional offsite client meetings.
Requirements
- Associate's or Bachelor's degree in a related field, or an equivalent combination of education and experience.
- Minimum of two years of related professional experience.
- Supervisory or leadership experience.
- Strong verbal and written communication skills.
- Strong analytical, critical-thinking, and problem-solving abilities.
- Strong computer skills, including Microsoft Excel and Word.
- Experience working with databases and reporting tools.
- Exceptional interpersonal skills.
- Ability to build trust and communicate effectively with diverse populations.
- Strong active listening skills.
Nice To Haves
- Previous call center leadership experience.
- Experience managing client relationships.
- Experience developing and delivering employee training.
Responsibilities
- Supervise and support Call Center Agents in their daily work.
- Hire, train, coach, and develop team members.
- Create a positive and engaging work environment.
- Encourage and model The Dasher Way values in daily interactions.
- Oversee daily call center operations and workflow management.
- Ensure staff meet performance expectations and client requirements.
- Assist with problem resolution and escalation management.
- Review reports and work products for accuracy, quality, completeness, and follow-through.
- Manage internal and client-required reporting.
- Serve as a day-to-day liaison for client relationships.
- Provide regular reporting and updates to leadership.
- Collaborate across departments to identify opportunities for process improvement.
- Participate in ongoing learning and professional development opportunities.
- Identify opportunities to improve quality, efficiency, and employee engagement.
- Assist with calls as needed.
Benefits
- Comprehensive benefits package designed to support employees' health, well-being, and success.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
