Position Title: Call Center Supervisor

Onsite: East Hartford, CT

Start date: Dec 1/26

Monday to Friday: 830am - 5pm

Long-term Contract

$31.50 per hour, paid weekly

Position Objective

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for overseeing and supporting call center staff to ensure operational objectives, service standards, productivity, and quality expectations are consistently achieved.

Working collaboratively with Operations Management, Training, and Quality Assurance, this individual will monitor team performance, identify opportunities for improvement, and implement strategies that enhance staff productivity, accuracy, efficiency, and overall service delivery.

Primary Duties and Responsibilities

Staff Supervision & Operational Oversight

• Oversee daily call center operations to ensure performance standards, service levels, and established business requirements are consistently met.

• Monitor staff performance, productivity, attendance, and conduct, addressing concerns as they arise.

• Establish and maintain reporting metrics to measure operational performance and employee productivity.

• Review and evaluate individual and team performance against established objectives.

• Prepare, maintain, and monitor daily and monthly operational reports.

• Identify performance trends and recommend operational adjustments and improvements to management.

• Serve as a resource for staff inquiries, case reviews, escalations, and situations requiring additional expertise.

• Maintain an understanding of relevant business processes, policies, and available services to support staff in resolving inquiries and complex situations.

• Develop, update, and communicate policies and procedures as required.

Technical & Operational Excellence

• Serve as a subject matter expert on call center processes, procedures, and operational requirements.

• Provide guidance and support to staff on complex inquiries, escalations, and operational matters.

• Complete assigned projects and deliverables accurately and within established timelines.

• Proactively communicate potential delays or challenges that may affect deliverables.

• Maintain a high standard of accuracy, quality, and timeliness in all work.

Leadership, Coaching & Team Development

• Support employee development through regular coaching, ongoing consultations, performance reviews, and monthly assessments.

• Establish and clearly communicate individual performance expectations and objectives.

• Monitor progress toward performance goals and provide timely, constructive feedback.

• Address performance deficiencies through appropriate coaching, corrective action, and formal disciplinary processes when necessary.

• Take initiative in identifying and addressing performance concerns related to productivity, quality, attendance, and adherence to procedures.

• Work consistently with direct reports to strengthen their skills, support professional development, and prepare them for future advancement.

• Foster a positive, accountable, and collaborative team environment.

Customer Service & Communication

• Facilitate the timely resolution of complaints, questions, and escalated inquiries.

• Communicate effectively and professionally with internal and external stakeholders.

• Promote a customer-focused environment by ensuring staff consistently deliver quality service.

• Monitor service delivery to ensure calls and inquiries are handled accurately and within established service timelines.

• Act as a liaison between internal departments and external business partners to identify and resolve operational issues and process barriers.

• Promote effective communication and collaboration across teams.

Administrative Support

• Assist with recruitment, onboarding, and training activities.

• Review and ensure employee timesheets are accurate and submitted for payroll processing within established deadlines.

• Monitor and maintain attendance and Quality Assurance records.

• Complete administrative responsibilities and other duties as assigned.

Experience & Education

• College diploma or degree preferred, or equivalent combination of education and relevant work experience.

• Minimum of two years of call center experience in a supervisory or leadership capacity.

• Strong understanding of call center operations, customer service practices, and performance management.

• Demonstrated experience in employee coaching, training, team development, and performance management.

• Strong analytical, problem-solving, and decision-making skills.

• Ability to interpret operational data and identify opportunities for improvement.

• Ability to work effectively in a team-oriented environment.

• Demonstrated ability to meet or exceed established performance expectations.

Required Skills & Abilities

To perform this role successfully, an individual must be able to carry out each essential responsibility effectively. The requirements below represent the knowledge, skills, and abilities necessary for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Excellent written and verbal communication skills, including the ability to prepare clear documentation, deliver presentations, and conduct interviews.

• Proficiency with standard business software, computer systems, and related technology.

• Strong analytical and problem-solving abilities, with the capacity to assess situations and implement effective solutions.

• Ability to achieve results through effective leadership, sound judgment, empathy, and accountability.

• Demonstrated ability to lead, motivate, coach, and develop employees.

• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

• Ability to provide constructive feedback and address performance concerns professionally.

Work Environment

The work environment characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Work is primarily performed in an office or call center environment.

• Noise levels are generally moderate.

• The position may require overtime and flexibility to work days, evenings, and occasional weekends.

• Travel may be required as needed.

• Ability to work effectively in a fast-paced, results-driven environment.

Must be able to pass a background check and drug screen.