Contact Center Team Lead / Supervisor
About The Position
The Contact Center Supervisor provides day-to-day guidance and support to a team of 10–20 Contact Center Agents. This role focuses on team performance, coaching, and operational support to ensure consistent service delivery and adherence to established standards. Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery. All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts).
Requirements
- High school diploma or equivalent (associate or bachelor’s preferred)
- 3+ years of customer service or contact center experience
- 1+ year of experience in a lead, senior agent, or supervisory role
- Experience coaching and supporting team performance
Nice To Haves
- Experience in financial services or regulated environments
- Familiarity with contact center metrics and quality standards
Responsibilities
- Provide daily guidance, coaching, and support to assigned agents
- Reinforce customer service expectations, workflows, and policies
- Assist with onboarding and ongoing development of team members
- Monitor agent performance, including call quality, productivity, and adherence
- Conduct regular coaching sessions to address performance gaps and reinforce strengths
- Support performance improvement efforts as needed
- Serve as the first point of escalation for complex or sensitive customer issues
- Ensure timely resolution and proper documentation of escalated cases
- Monitor daily operations to ensure adequate coverage and responsiveness
- Partner with leadership, QA, and Workforce Management teams to support service levels
- Communicate operational updates and team needs to management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
