Call Center Supervisor

ampliFI Loyalty Solutions•Naperville, IL

1d•$40,000 - $46,000•Hybrid

About The Position

The Customer Service Supervisor plays a critical role within the organization, leading a team of 30+ associates to deliver outstanding customer service in an inbound call-handling environment. The team supports external customers participating in reward programs sponsored by ampliFI clients. This role combines leadership, coaching, and operational oversight to ensure excellent service delivery and team performance.

Requirements

High school diploma or equivalent required.
Minimum 4 years of call center team management experience.
Demonstrated expertise with call center systems and applications.
Ability to work flexible hours.
Strong computer skills, including Microsoft Office, Windows, Google Suite, and web browsers.
Excellent communication, time management, problem-solving, and interpersonal skills.
High level of patience and empathy in customer and team interactions.
Active listening and interpersonal skills.
Strong problem-solving and decision-making abilities.

Nice To Haves

Experience in reward program or customer loyalty environments.
Familiarity with workforce management tools and performance analytics

Responsibilities

Lead, coach, and provide career guidance and feedback to associates on performance and goals.
Provide onsite support to maintain a positive work environment and exceptional customer experience.
Ensure compliance with company policies and processes.
Administer performance management through coaching, training, development, and corrective actions.
Perform quality checks, develop and review performance reports, and implement measures to improve team performance.
Manage workflow distribution and floor operations to ensure service levels are consistently met.
Resolve complex escalated client concerns and disputes in line with SLA requirements.
Conduct bi-weekly team meetings with team leads.
Serve as a backup for the Customer Service Manager as needed.
Provide technical support related to phone systems or representative queries.
Create and update program overviews, review IVR scripts, and assist with Spanish translations if applicable.
Monitor call metrics and recommend improvements when scores fall below 85%.
Enforce company policies and support team leads with operational tasks when required.
Manage and back up workforce scheduling and timecard administration.
Train representatives as needed to ensure skill development and performance standards.
Take supervisor calls and provide backup call coverage during high-volume periods to assist in clearing the queue.

Benefits

Competitive pay plus 401(k) with employer match
Medical, dental, vision, and life insurance
Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
Tuition Reimbursement
Paid time off, company holidays, and parental leave
Employee Assistance Program
Hybrid work environment with flexible hours
Onsite perks including gym access and snacks
Employee recognition programs celebrating milestones and achievements
Growth opportunities within a supportive, team-oriented environment