Contact Center Supervisor

Superior Plus • Rochester, NY

1d

About The Position

The Contact Center Supervisor leads and supports a high-performing team of customer service representatives during non-business hours. The role ensures reliable, efficient, and high-quality customer support by implementing strategic objectives, analyzing call center metrics, and driving continuous improvement. The Supervisor coaches and develops team members to maintain consistent service standards, foster a positive and professional work environment, and manage performance through regular feedback, attendance oversight, and disciplinary action when necessary.

The Supervisor also supports daily call center operations, improves processes and resource allocation, and helps maximize efficiency and customer satisfaction. The expected annual salary range is $59,000–$74,000. Compensation depends on candidate skills, experience, qualifications, geographic location, and market and business considerations. Legal authorization to work in the United States is required; employment visa sponsorship is not available now or in the future.

Requirements

• Bachelor’s degree or five years of experience in call center management.
• Experience in a high-volume contact center environment.
• Experience with CRM technology.
• Knowledge of customer experience key performance indicators and metrics for success.
• Legal authorization to work in the United States; employment visa sponsorship is not available now or in the future.

Responsibilities

• Implement objectives, analyze call center metrics, and ensure the company and staff meet goals and provide reliable, efficient customer support.
• Manage a team of Customer Experience Representatives (CERs), including development coaching, support, and performance evaluation.
• Coach and continually evaluate team performance and customer service skills for quality assurance.
• Foster and mentor a consistent, positive, cooperative, courteous, and professional attitude.
• Manage attendance and administer disciplinary action as necessary.
• Recognize and reward excellent team performance.
• Answer representatives’ questions, guide them through difficult calls or issues, de-escalate angry customers, and handle issues representatives cannot resolve.
• Lead team meetings, learn more about the calls representatives are receiving, educate and coach workers on processes and practices, and explain expectations.
• Assist other management team members in identifying trends and establishing call center goals.
• Ensure staff achieve desired service levels and take corrective action as needed.
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Take on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures, and documentation to support quality and service goals, from triaging and assigning incoming calls through closing calls with satisfied customers.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager