Contact Center Supervisor

Responsibilities

• Supervise contact center agents and monitor performance
• Ensure service level agreements are met
• Provide coaching to agents and handle escalated issues
• Foster a positive work environment
• Contribute to continuous process improvements and collaborate with various departments

Requirements

• High school diploma or equivalent; bachelor's degree preferred
• Minimum of 2 years experience in a contact center environment
• At least 1 year of supervisory or team lead experience
• Open availability
• Must pass a thorough background check
• Strong communication and interpersonal skills
• Bilingual proficiency (Spanish/English)
• Excellent leadership and coaching abilities
• Familiarity with contact center metrics and performance indicators
• Ability to handle escalated customer issues calmly and professionally
• Proficient in Microsoft Office and contact center software

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources