Contact Center Supervisor

DMI•Sharonville, OH

2d•Onsite

About The Position

DMI, LLC is seeking a Contact Center Supervisor who is responsible for the day-to-day leadership, development, and performance of a team of Contact Center Agents. This role serves as the primary people leader for assigned employees while partnering closely with the Contact Center Manager to execute departmental objectives and achieve operational excellence. The Supervisor is responsible for coaching employees, monitoring performance, driving employee engagement, managing attendance, and ensuring service level commitments are consistently achieved. Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center Supervisor serves as the bridge between frontline operations and strategic leadership by fostering accountability, continuous improvement, and a collaborative, customer-focused culture.

Requirements

High School Diploma or equivalent required
Minimum of 2–3 years of experience in a Contact Center, Service Desk, Managed Services, or customer support environment.
Minimum of 1–2 years of leadership, supervisory, or team lead experience.
Experience coaching employees and managing performance metrics.
Demonstrated leadership, coaching, and employee development skills.
Strong customer service orientation with the ability to lead by example.
Excellent verbal, written, and interpersonal communication skills.
Strong organizational and time management abilities.
Ability to prioritize multiple competing priorities in a fast-paced environment.
Effective conflict resolution, decision-making, and problem-solving skills.
Strong analytical skills with the ability to interpret operational metrics and identify trends.
Proficiency with Microsoft Office applications and contact center reporting tools.
Ability to work onsite at the designated office location.
Ability to sit for extended periods.
Ability to use a keyboard, mouse, and multiple computer monitors.
Must be a U.S. Citizen

Nice To Haves

Associate's or Bachelor's degree preferred.
Experience within Managed Mobility Services or technical support environments is preferred.
Experience with workforce management and performance reporting is preferred.

Responsibilities

Supervise, coach, mentor, and develop approximately 12 Contact Center Agents.
Conduct regular one-on-one meetings focused on performance, attendance, development, and career growth.
Complete performance evaluations and establish measurable individual and team goals.
Foster a positive, collaborative, and customer-focused work environment.
Recognize employee achievements while addressing performance concerns in a timely and constructive manner.
Partner with the Contact Center Manager on employee development, succession planning, and retention initiatives.
Oversee daily Contact Center operations to ensure service levels, productivity, quality, and customer expectations are consistently achieved.
Monitor phone, ticket, chat, and order queues while partnering with the Contact Center Lead to balance workloads and ensure operational efficiency.
Ensure appropriate staffing coverage through schedule management and attendance oversight.
Support workforce planning initiatives during periods of increased call and ticket volume.
Serve as the primary escalation point for complex customer issues and operational concerns.
Monitor and manage key performance indicators, including: Service Level Agreements (SLAs), Average Handle Time (AHT), Quality Assurance (QA), Productivity, Customer Satisfaction (CSAT), Ticket Completion, Attendance and Adherence.
Identify performance trends and develop coaching or performance improvement plans as needed.
Ensure consistent application of company policies, procedures, and performance expectations.
Provide ongoing coaching, feedback, and career development to assigned team members.
Partner with the Contact Center Lead to support onboarding, training, cross-training, and knowledge sharing.
Identify skill gaps and development opportunities to improve individual and team performance.
Promote a culture of continuous learning and operational excellence.
Lead team meetings and communicate operational updates, departmental priorities, and organizational initiatives.
Collaborate with the Contact Center Manager to identify process improvements and operational efficiencies.
Partner cross-functionally with Procurement, Quality Assurance, Training, Workforce Management, and Client Services to improve service delivery.
Support implementation of new processes, procedures, technologies, and customer initiatives.
Analyze operational reports and identify trends affecting team performance.
Provide recommendations to improve customer experience, operational efficiency, and employee performance.
Assist with forecasting workload, staffing requirements, and resource planning.
Ensure accurate documentation of employee performance, coaching activities, and operational results.