Supervisor, Contact Center
About The Position
Manage a team of contact center agents to achieve performance and conversion targets. Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management. Utilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities. Leverage Agent Assist tools to improve real-time agent performance and accuracy. Conduct KPI-focused one-on-ones and performance reviews. Develop action plans for underperforming agents and recognize high performers. Analyze dashboards and reporting data to identify trends and conversion opportunities. Partner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90%. Lead performance huddles focused on daily targets and motivational strategies. Increase retention and reduce churn through effective save strategies and objection handling.
Requirements
- Bachelor’s degree or equivalent experience
- 3+ years of contact center experience, with at least 1 year in a supervisory role
- Proven experience improving conversion rates and team performance
- Experience using modern contact center systems (Auto QA, Agent Assist, CRM, WFM platforms)
- Strong leadership, coaching, and performance management skills
- Excellent analytical and reporting abilities
- Strong communication and interpersonal skills
- Must be eligible to work in the U.S. with no restrictions
Nice To Haves
- Use of NICE or ZOOM CCaaS preferred
Responsibilities
- Manage a team of contact center agents to achieve performance and conversion targets
- Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management
- Utilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities
- Leverage Agent Assist tools to improve real-time agent performance and accuracy
- Conduct KPI-focused one-on-ones and performance reviews
- Develop action plans for underperforming agents and recognize high performers
- Analyze dashboards and reporting data to identify trends and conversion opportunities
- Partner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90%
- Lead performance huddles focused on daily targets and motivational strategies
- Increase retention and reduce churn through effective save strategies and objection handling
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
