Contact Center Supervisor

Cubic•Fort Washington, PA

5h•$66,120 - $143,260

About The Position

The Contact Center Supervisor is responsible for overseeing the day-to-day activities of Contact Center staff to ensure consistent delivery of high quality customer service. This role focuses on frontline supervision, supporting staff performance, monitoring service levels, and assisting with routine operational issues. The Supervisor collaborates with internal teams to ensure adherence to established procedures and performance standards. This position operates under direct supervision and exercises limited independent decision making authority.

Requirements

Bachelor’s degree or equivalent, plus a minimum of five years of experience in customer service, including two year s of management experience in a competitive Contact Center environment.
Strong communication , interpersonal, and organizational skills.
Basic proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
Familiarity with Contact Center systems such as ACD , IVR , call recording, and CRM tools.
Ability to work effectively in a fast paced , customer focused environment.

Nice To Haves

Previous team lead , senior agent, or informal supervisory experience preferred.
Transit industry knowledge is helpful but not .

Responsibilities

Supervise daily activities of Contact Center representatives, including adherence to schedules and quality standards.
Monitor call volumes and queues, escalating staffing concerns and performance issues as needed.
Assist in resolving escalated customer inquiries when front line agents require additional support.
Ensure staff follow established procedures, scripts, and client requirements.
Support the development of staff schedules to maintain operational coverage.
Maintain a courteous and professional customer experience across all communication channels.
Provide day-to-day coaching, feedback, and support to Contact Center staff.
Conduct routine performance check ins and contribute to annual review inputs.
Assist with new hire onboarding and support training efforts as directed by management.
Track attendance, punctuality, and basic performance metrics; escalate issues as appropriate .
Promote a positive, team-oriented work environment aligned with service delivery goals.
Prepare basic operational reports related to productivity, call volumes, and quality checks.
Communicate updates, procedural changes, and service expectations to the team.
Ensure compliance with company policies and procedures.
Support relationship building with internal departments and vendors through clear communication.