Supervisor Customer Contact Center

Renishaw•Alpharetta, GA

About The Position

The Supervisor plays a dual role in driving team performance while supporting daily operational tasks. This position provides day‑to‑day leadership, guidance, and coaching to team members, ensuring productivity, compliance, and service excellence. You will set priorities, coordinate workflows, resolve issues escalated from frontline teams, and contribute to broader operational planning. This role requires a strong balance of people management, problem solving, and process oversight. Decisions are guided by policies, procedures, and compliance frameworks, with oversight from management. Typically, no more than 20% of time is spent performing the work handled by the team.

Requirements

Experience supervising or leading a small to medium‑sized team in an operations, service center, business support, or technical support environment.
Strong customer service orientation with the ability to resolve escalated issues effectively.
Excellent verbal and written communication skills.
Proven problem‑solving abilities using established practices and precedent.
Ability to manage workflows, prioritize tasks, and meet performance targets.
Working knowledge of compliance, quality assurance, and documentation standards.

Nice To Haves

Experience in a service center or production‑oriented environment.
Familiarity with performance metrics, reporting tools, and dashboard preparation.
Experience conducting audits, coaching employees, or supporting training programs.
Prior involvement in process improvement or cross‑functional project work.

Responsibilities

Team Leadership & Development
Supervise, coach, and support team members to meet performance and service goals.
Conduct regular feedback discussions and contribute to performance evaluations.
Foster a positive, collaborative, and engaging work environment.
Identify training gaps and coordinate relevant development opportunities.
Operational Management
Oversee daily workflows to ensure timely and accurate task completion.
Review, track, and publish production metrics and operational reports.
Resolve escalated issues while maintaining service level agreements (SLAs).
Manage scheduling, workload distribution, and resource allocation.
Ensure adherence to operational processes, procedures, and standards.
Compliance & Quality Assurance
Implement and monitor quality control measures.
Ensure the team complies with regulatory requirements and internal policies.
Conduct audits and support continuous improvement initiatives.
Maintain accurate documentation for compliance, reporting, coaching, and feedback.
Strategic Support
Contribute to operational planning and process enhancement efforts.
Support succession planning and employee development programs.
Align team priorities with organizational goals in partnership with leadership.
Participate in cross‑functional initiatives and strategic projects.
Customer & Stakeholder Engagement
Address customer concerns escalated beyond frontline support teams.
Ensure prompt, effective resolution to maintain high customer satisfaction.
Communicate clearly and professionally with internal and external stakeholders.
Performance Monitoring & Reporting
Track and analyze key performance indicators (KPIs).
Prepare dashboards, reports, and operational updates for leadership.
Identify performance trends and recommend corrective or preventive actions.