Call Center Supervisor

About The Role

As a Call Center Supervisor in our Customer Support department, you will lead a team of front-line agents to deliver exceptional service across phone and digital channels. In this hourly, full-time role, you will be responsible for daily floor operations, performance management, and coaching, ensuring that service level, quality, and productivity targets are consistently met. You will act as an escalation point for complex customer issues, collaborate closely with cross-functional partners to remove obstacles, and help implement process improvements that enhance the overall customer and employee experience.

What You'll Do

• Supervise and support a team of call center agents, providing daily direction, coaching, and performance feedback.
• Monitor call queues, service levels, and agent adherence to schedules, taking real-time actions to meet or exceed key metrics.
• Handle escalated customer inquiries and complaints, ensuring timely, accurate, and empathetic resolutions.
• Review and analyze performance reports (AHT, FCR, CSAT, quality scores, attendance) and use insights to drive continuous improvement.
• Conduct regular one-on-one meetings, side-by-side coaching, and team huddles to reinforce goals, policies, and best practices.
• Ensure team compliance with company policies, procedures, and regulatory requirements related to customer support operations.
• Partner with Workforce Management to optimize staffing, scheduling, and break/lunch adherence for your team.
• Collaborate with Quality Assurance and Training teams to identify skill gaps and support ongoing training and development initiatives.
• Contribute to process and policy improvements that enhance efficiency, customer satisfaction, and employee engagement.
• Maintain clear, timely communication with management regarding performance trends, emerging issues, and resource needs.
• Support the onboarding and training of new agents, fostering a supportive and inclusive team environment.
• Use call monitoring tools and systems to evaluate agent performance and customer interactions, providing constructive feedback.
• Assist with reporting, documentation, and other administrative tasks required for effective call center operations.

Qualifications

• Previous experience in a call center or customer support environment, with demonstrated progression to a senior agent or supervisory role.
• Proven ability to lead, coach, and develop a team in a fast-paced, metrics-driven environment.
• Strong customer service orientation with excellent problem-solving and conflict-resolution skills.
• Solid understanding of key call center metrics and KPIs (e.g., service level, AHT, FCR, CSAT, occupancy, adherence).
• Proficiency using call center software, CRM tools, and contact center platforms; ability to learn new systems quickly.
• Excellent verbal and written communication skills in English, with the ability to explain information clearly and professionally.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Ability to make sound decisions under pressure and maintain composure in high-volume or escalated situations.
• Experience with performance management, including setting expectations, delivering feedback, and addressing performance issues.
• Flexibility to work a full-time, hourly schedule, which may include evenings, weekends, and holidays based on business needs.
• High school diploma or equivalent required; post-secondary education or relevant certifications in customer service or leadership is a plus.