Call Center Team Supervisor

About the role

The Call Center Team Supervisor leads a group of Customer Service Agents in an inbound call‑center environment. You will coach, develop and oversee daily operations to ensure high‑quality service and meet performance targets.

Key responsibilities

• Supervise a non‑exempt work group, assign tasks and monitor attendance.
• Coach agents, conduct performance appraisals and maintain accurate documentation.
• Track productivity statistics daily and provide constructive feedback.
• Resolve escalated customer issues and ensure timely communication of process changes.
• Hold regular team meetings, promote use of communication tools and administer recognition programs.
• Identify training needs, deliver or arrange required training, and complete all client‑related training.
• Monitor personnel and payroll matters, and support staff development initiatives.

Required profile

• Advanced user‑level knowledge of computer technology and operating systems.
• Strong problem‑solving, innovation and judgment skills.
• Ability to guide individuals toward goal achievement using negotiation, teamwork and motivation.
• Excellent customer service orientation, professional demeanor and ability to work under pressure.
• Strong written and oral communication skills.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.

What we offer

• Opportunity to lead a dynamic team in a fast‑paced environment.
• Professional development and training programs.