Contact Center Supervisor

Superior Plus Propane Talent Acquisition • Wayne, PA

2d • $59,000 - $74,000

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.

Requirements

• Bachelor’s degree or 5 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 success metrics.
• 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, develop, coach, support, and evaluate Customer Experience Representatives (CERs), including coaching customer service skills for quality assurance.
• Foster and mentor a positive, cooperative, courteous, and professional attitude.
• Manage attendance.
• Administer disciplinary action when necessary.
• Recognize and reward excellent team performance.
• Answer representatives’ questions, guide them through difficult calls or issues, diffuse angry customers, and handle issues that representatives cannot resolve.
• Lead team meetings, ask questions to understand the calls representatives are receiving, educate and coach workers regarding processes and practices, and explain expectations.
• Assist other management team members in identifying trends and establishing call center goals.
• Ensure staff members 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 triage and assignment of incoming calls through call closure and customer satisfaction.
• Perform other related duties as assigned.

Benefits

• Competitive compensation and total rewards package.
• Flexible schedules.
• Access for employees and their families to LYRA, an employee assistance platform supporting physical, mental, financial, and social well-being.
• Professional development, training, and career growth opportunities.
• Supportive and inclusive work environment.
• State-of-the-art tools and technologies.

What This Job Offers

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