Contact Center Supervisor

JOB SUMMARY

The Contact Center Supervisor is responsible for overseeing the day-to-day activities of Contact Center staff to ensure consistent delivery of high quality customer service. This role focuses on frontline supervision, supporting staff performance, monitoring service levels, and assisting with routine operational issues. The Supervisor collaborates with internal teams to ensure adherence to established procedures and performance standards. This position operates under direct supervision and exercises limited independent decision making authority.

ESSENTIAL DUTIES & RESPONSIBILITIES

Call Center & Customer Service Management

• Supervise daily activities of Contact Center representatives, including adherence to schedules and quality standards.

• Monitor call volumes and queues, escalating staffing concerns and performance issues as needed.

• Assist in resolving escalated customer inquiries when frontline agents require additional support.

• Ensure staff follow established procedures, scripts, and client requirements.

• Support the development of staff schedules to maintain operational coverage.

• Maintain a courteous and professional customer experience across all communication channels.

Leadership & Staff Development

• Provide day-to-day coaching, feedback, and support to Contact Center staff.

• Conduct routine performance check ins and contribute to annual review inputs.

• Assist with new hire onboarding and support training efforts as directed by management.

• Track attendance, punctuality, and basic performance metrics; escalate issues as appropriate.

• Promote a positive, team-oriented work environment aligned with service delivery goals.

Reporting & Communication

• Prepare basic operational reports related to productivity, call volumes, and quality checks.

• Communicate updates, procedural changes, and service expectations to the team.

• Ensure compliance with company policies and procedures.

• Support relationship building with internal departments and vendors through clear communication.

BACKGROUND AND EXPERIENCE

• Bachelor's degree or equivalent, plus a minimum of five years of experience in customer service, including two years of management experience in a competitive Contact Center environment.

• Previous team lead, senior agent, or informal supervisory experience preferred.

• Strong communication, interpersonal, and organizational skills.

• Basic proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

• Familiarity with Contact Center systems such as ACD, IVR, call recording, and CRM tools.

• Ability to work effectively in a fast paced, customer focused environment.

• Transit industry knowledge is helpful but not required.