Contact Center Supervisor- Montgomery, AL (Onsite)

Gainwell Technologies LLC • Montgomery, AL

4d • $45,300 - $64,700 • Onsite

About The Position

The Contact Center Supervisor is responsible for overseeing daily operations of the contact center team, ensuring exceptional customer service delivery, operational efficiency, and achievement of performance targets. This role manages frontline agents, drives coaching and development, monitors performance metrics, and ensures adherence to company policies and service standards.

Requirements

• Ability to display strong leadership skills, analyze data, and make informed decisions
• Proficiency in contact center systems with problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, high-volume environment
• Excellent communication, organizational, time-management, and interpersonal skill

Nice To Haves

• Call Center experience is preferred with a background in healthcare and Medicaid

Responsibilities

• Supervise and support a team of contact center agents to meet or exceed performance goals
• Provide real-time guidance, coaching, and feedback to improve agent effectiveness
• Conduct regular team meetings and one-on-one coaching sessions
• Foster a positive and engaged team environment
• Monitor calls and interactions for quality assurance
• Ensure adherence to scripts, procedures, and quality standards
• Assist in onboarding and training new hires
• Identify training needs and coordinate development programs
• Ensure a high level of customer satisfaction through effective service delivery
• Act as a point of escalation for complex or sensitive customer interactions
• Promote a customer-first culture within the team

Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Flexible vacation policy after 90 days of employment.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.
• Educational assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed