OUTBOUND CONTACT CENTER SUPERVISOR
About The Position
Overview The Outbound Contact Center Supervisor is responsible for the overall leadership, performance, and operational management of an outbound contact team. This role provides strategic direction, ensures achievement of business objectives, and drives a high-performance culture focused on quality, compliance, and sales effectiveness. The Outbound Contact Center Supervisor serves as a key leader within the contact center, with accountability for staffing, performance management, coaching strategy, and operational execution. This role exercises independent judgment in managing team performance, resolving complex issues, and implementing process improvements aligned with organizational goals.
Requirements
- 3–5+ years of experience in a call center or contact center environment.
- 2+ years of leadership experience with direct people management responsibilities.
- Demonstrated experience in performance management, coaching strategy, and operational leadership.
- Strong understanding of call center metrics, sales performance drivers, and compliance requirements.
- Proven ability to exercise independent judgment and make decisions impacting team performance and operations.
- Strong analytical, communication, and leadership skills.
Nice To Haves
- Experience managing outbound sales or insurance contact center teams.
- Experience influencing hiring, compensation, and disciplinary decisions.
- Active Personal Lines or Property & Casualty General Lines Agent License preferred.
Responsibilities
- Team Leadership & Management
- Directly manage, lead, and develop a team of outbound contact agents, ensuring alignment with organizational goals and performance expectations.
- Make recommendations and decisions regarding hiring, promotion, discipline, and termination of team members.
- Manage performance standards and hold team members accountable to key performance indicators (KPIs).
- Conduct performance evaluations, compensation recommendations, and career development planning.
- Foster a high-performance, accountability-driven culture within a virtual or hybrid team environment
- Operational Management & Strategy
- Oversee daily operations of the outbound team, ensuring efficient staffing, scheduling, and workload distribution.
- Analyze team performance data and trends to develop and implement strategies that improve conversion rates, quality, and productivity.
- Exercise independent judgment in adjusting call strategies, workflows, and resource allocation to meet business objectives.
- Partner with senior leadership to align team performance with broader sales and operational goals.
- Quality & Compliance Oversight
- Establish and oversee quality assurance frameworks, ensuring adherence to regulatory requirements and internal standards.
- Evaluate quality trends and implement coaching strategies and process improvements to enhance customer experience and compliance.
- Ensure consistent application of policies, procedures, and call standards across the team.
- Coaching Strategy & Talent Development
- Develop and implement structured coaching programs based on performance trends and business needs.
- Provide leadership guidance to ensure coaching is effective, consistent, and aligned with organizational standards.
- Identify high-potential employees and support succession planning and talent development initiatives.
- Cross-Functional Leadership
- Collaborate with Sales, Service, Training, and Operations leadership to ensure alignment on lead quality, performance expectations, and regulatory adherence.
- Serve as an escalation point for complex or sensitive issues requiring managerial discretion.
- Contribute to the development and rollout of new campaigns, scripts, and operational strategies.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
