Contact Center Supervisor

Carel Usa Llc•Roswell, GA

About The Position

The Contact Center Supervisor is responsible for overseeing the daily operations of CAREL USA’s customer support team, ensuring high service levels, quality interactions, and a positive customer experience. This role leads a team of agents through active coaching, performance management, and ongoing training to drive continuous improvement. The supervisor handles escalated customer issues, analyzes operational data to identify trends, and collaborates with cross‑functional teams to enhance service delivery.

Requirements

High school diploma or equivalent; AA/BA in Business, Communications, or related field preferred.
Minimum 3–5 years in call center or customer service roles, with at least 1+ year supervisory experience.
Ability to read and comprehend instructions, short correspondence, and memos.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Responsibilities

Supervise daily call center activity: monitor KPIs (e.g., SLAs, call abandonment, quality metrics), ensure scheduling coverage, and maintain service level standards.
Coach and train agents: provide 1:1 feedback, run training sessions, support onboarding, and facilitate continuous improvement.
Handle escalated issues: personally resolve complex customer matters while guiding team’s responses.
Recruitment & personnel development: participate in hiring, performance reviews, mentoring, disciplinary follow-up, and promotions.
Analyze performance data: track KPIs, produce regular reports, identify trends, and drive data-driven improvements.
Enforce policies & compliance: ensure adherence to CAREL ethics, data privacy, quality standards, and attendance protocols.
Cross-functional collaboration: liaise with operations, sales, engineering, and product teams on service delivery improvements.
Proficient with call-center metrics tools, CRM software, workforce management systems, and Microsoft Office.
Strong analytical ability to interpret data, trend spot, and performance improvements.
Exceptional interpersonal skills; ability to coach, motivate, and build a positive, engaged team.
Excellent verbal and written communication; adept at handling escalations with diplomacy.
Customer-first mindset; empathetic, calm under pressure, solution oriented.
Excellent organizational skills; ability to multitask and prioritize in a fast-paced environment.
Willingness to embrace CAREL’s culture: open, experimental, accountable, and purpose-driven.
Team-level Service Level, Average Handle Time, First Contact Resolution, Customer Satisfaction scores.
Agent adherence, quality review scores, attendance, and overall performance.
Timeliness and accuracy of reports; implementation of cost- or process-improvement initiatives.