Senior Call Center Supervisor

At ESS our motto is, “Every day counts!” We take opportunities every day to grow and better our company as well as our employees.

OVERVIEW: The Employee Engagement Senior Supervisor supports employee performance, development, and engagement through coaching, accountability, attendance management, and performance improvement while fostering a positive and collaborative team environment.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Employee Performance Management: Monitor individual and team performance, productivity, attendance, quality, and adherence to established expectations.
• Coaching & Development: Provide ongoing coaching, feedback, and one-on-one meetings to help employees improve performance and develop professionally.
• Attendance & Accountability: Manage employee attendance, punctuality, scheduling, and adherence to company policies and procedures.
• Employee Engagement: Maintain a positive team environment, recognize strong performance, address employee concerns, and promote morale and retention.
• Performance Improvement: Identify employees who are struggling, establish improvement plans, and follow up to ensure progress and accountability.
• Conflict Resolution: Address employee issues, interpersonal conflicts, and workplace concerns in a timely and professional manner.
• Team Leadership: Set expectations, communicate goals, motivate employees, and create a culture of ownership, teamwork, and accountability.
• Other duties as assigned by Manager.

QUALIFICATIONS:

• Excellent interpersonal and communication skills.
• Must interact well with others.
• Strong problem-solving and conflict resolution abilities.
• Ability to prioritize and multi-task.
• Ability to work in a fast-paced environment.
• High ethical standards and integrity, including confidentiality.
• Strong organizational and documentation skills.
• Background in high volume customer service.

ESS ADVANTAGES:

• Health insurance (medical, dental, vision, disability)
• 401(k)
• PTO (sick, vacation, holidays, Mental health day, Volunteer time off) 

About ESS & Employment Information

ESS specializes in placing qualified K–12 personnel in daily, long-term, and permanent school district positions, including substitute teachers, aides, and other school support staff. With more than 900 school district partners nationwide, ESS supports over 5.5 million students each day. Since 2000, ESS has helped improve student achievement while providing meaningful opportunities for passionate educators through flexible schedules, comprehensive training, benefits, and ongoing professional development. Learn more at ESS.com.

Physical Requirements & Work Environment: Physical requirements may vary by assignment and location and may include sitting, standing, walking, and regular use of hands and arms. Close vision may be required for computer and detail-oriented work. Work is typically performed in a moderate-noise environment, such as an office or school setting.

Equal Opportunity & Employment Eligibility: ESS is committed to fostering a diverse, inclusive, and respectful workplace where all employees can succeed. ESS is an Equal Opportunity Employer and E-Verify employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law. ESS does not participate in the Optional Practical Training (OPT) or STEM OPT extension programs and is unable to employ individuals whose work authorization is based solely on OPT or STEM OPT.

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