Call Center Supervisor

Gesher Human Services • Detroit, MI

7h

About The Position

The Call Center Supervisor provides day-to-day leadership, coaching, and quality oversight for Call Center Specialists delivering phone-based career services orientation to Detroit residents. This role functions as a working supervisor, ensuring a consistent customer experience, staff preparedness, accurate documentation, and compliance with workforce program requirements. The Supervisor supports onboarding, ongoing performance coaching, and continuous improvement while maintaining the ability to provide direct services as needed.

Requirements

• High school diploma or equivalent required.
• Two to three years of experience in customer service, call center, workforce development, or human services
• Excellent verbal communication, facilitation, and problem-solving skills
• Ability to provide constructive feedback and performance support
• Strong organizational skills and attention to detail
• Proficiency with computers, databases, call tracking systems, and Office 365

Nice To Haves

• Prior experience training, coaching, or mentoring staff preferred
• Strong knowledge of career services, workforce programs, or public assistance systems preferred

Responsibilities

• Lead onboarding, training, and ongoing coaching for Call Center Specialists and the Call Center Lead
• Serve as a subject-matter expert for career services and referral workflows
• Monitor call quality, documentation accuracy, and customer service standards to ensure consistency and compliance
• Provide real-time guidance, issue resolution, and escalation support to staff
• Reinforce standardized use of scripts, procedures, and data systems
• Support scheduling, coverage, and daily workflow coordination to maintain service levels
• Identify skill gaps and operational challenges; recommend and support continuous improvement efforts
• Ensure compliance with Detroit at Work, funder, and workforce program requirements
• Participate in quality assurance reviews, performance monitoring, and corrective action planning
• Maintain accurate documentation related to training, coaching, quality assurance, and call center operations
• Deliver direct phone-based services as needed to support coverage and customer demand
• Coordinate with managers and career services teams to ensure seamless service delivery across programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED