Call Center Supervisor

TEKsystems • Beaverton, OR

6d • $30 - $30 • Onsite

About The Position

As a Call Center Supervisor, you will play a key leadership role in driving team performance, ensuring exceptional customer service, and fostering a positive and productive work environment. You will be responsible for overseeing daily operations, coaching team members, and supporting both agents and consumers to uphold our brand’s commitment to excellence. This includes managing supervisor duties, handling escalations, and assisting with quality.

Requirements

• Strong communication skills with the ability to deliver clear, constructive feedback.
• Positive attitude with emotional intelligence to read situations and respond appropriately.
• Comfortable working in dynamic, fast-paced environments with frequent changes.
• Minimum of 2 years in a supervisory or leadership role.
• Proven ability to conduct effective coaching conversations with team members.
• Strong technical aptitude and familiarity with call center technologies and systems.
• Ability to comfortably give and receive professional feedback.

Nice To Haves

• Previous experience in a call center and/or e-commerce customer service environment is preferred but not required.

Responsibilities

• Provide effective coaching and guidance to team members to meet performance and behavioral standards.
• Accurately complete and approve timecards in a timely manner.
• Handle additional quality work in partnership with the Quality Intelligence team.
• Monitor and evaluate agent calls to ensure quality and compliance with company standards.
• Conduct regular coaching sessions and performance reviews to support agent development.
• Offer real-time support to agents via chat and in-person interactions.
• Handle escalated customer issues with professionalism and efficiency, ensuring timely resolution and customer satisfaction. This includes escalations above Tier 2 agents and escalations from frontline agents.
• Utilize internal templates and reporting tools to deliver daily operational summaries to leadership.
• Leverage weekly and monthly performance metrics from Workforce Management to inform coaching strategies and support team incentives.
• Provide basic troubleshooting for agent equipment and software, including password resets and issue reporting through internal ticketing systems.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed