Supervisor

Call Center Supervisor

Location: East Hartford, CT 06108
Pay Rate: $23.35/hour
Schedule: Full-Time, 40 hours per week
Assignment: Contract, September 14 – December 31, 2026
Work Setting: Onsite
Openings: 1

Position Overview

We are seeking an experienced Call Center Supervisor to lead and support a team within a fast-paced customer service operation.

The Call Center Supervisor is responsible for day-to-day staff performance, productivity, quality, coaching, attendance, and achievement of established service-level requirements. This position works closely with operations management, training, and quality assurance teams to improve employee performance and overall operational efficiency.

The ideal candidate has previous call center leadership experience and is comfortable coaching employees, analyzing performance metrics, resolving escalated issues, and holding team members accountable for productivity, quality, and attendance.

Key Responsibilities

• Supervise and provide daily direction to call center employees.
• Monitor individual and team performance against productivity, quality, accuracy, and service-level goals.
• Track and analyze performance metrics and operational reports.
• Conduct employee coaching, performance assessments, and developmental discussions.
• Provide timely feedback regarding performance deficiencies and improvement opportunities.
• Address productivity, quality, attendance, and employee conduct issues.
• Support employee development and advancement through ongoing coaching and mentoring.
• Serve as a subject matter resource for staff questions, escalations, case reviews, and complex customer situations.
• Identify operational issues and recommend improvements to management.
• Help develop and maintain policies and procedures.
• Facilitate the timely resolution of customer complaints and escalated issues.
• Communicate effectively with internal teams, external partners, and customers.
• Assist with recruiting, onboarding, and training activities.
• Review and approve employee timesheets.
• Track attendance and quality assurance results.
• Ensure assigned projects and operational deliverables are completed on time.

The position specifically emphasizes staff supervision, performance reporting, escalations, coaching, disciplinary action, customer-service resolution, recruiting/training support, attendance, and QA tracking.

Qualifications

• Minimum 2 years of call center leadership experience required.
• College degree or equivalent professional experience.
• Strong understanding of call center operations, customer service processes, and performance metrics.
• Previous experience supervising, coaching, training, and developing employees.
• Strong leadership and team-building skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret performance data and identify opportunities for improvement.
• Proficiency with standard computer applications and PC-based systems.
• Ability to lead, motivate, and develop employees.
• Comfortable working in a fast-paced, performance-driven environment.

The source specifically requires at least two years of call center experience in a leadership role and emphasizes coaching, training, analytical skills, communication, problem-solving, and staff development.

Schedule & Work Environment

This is an onsite position in East Hartford, CT 06108. The environment is fast-paced and requires flexibility. Candidates should be available for overtime, evening hours, and occasional weekend work based on operational needs.

Additional Requirements

Background screening and an 8-panel drug screen are required.

Pay Rate: $23.35/hour