Contact Center Team Supervisor

Summary / Position Purpose:

The Team Supervisor leads a team of contact center agents within the Customer Service Department. The Contact Center Team Supervisor will be responsible for overseeing day-today operations, including supervising a team of agents, monitoring and evaluating team performance while reporting on specific metrics, and ensuring exceptional customer service delivery.

Essential Duties, Functions and/or Responsibilities:

• Supervises a team of contact center agents within a call center work environment.
• Coordinates and arranges the working schedule of the agent staff.
• Monitor and evaluate team performance, including employee attendance and reporting on specified metrics.
• Communicate expectations, assignments, and responsibilities to team members to foster a positive and supportive work environment.
• Provide feedback and coaching and implement strategies to improve team performance and the ability to write and communicate annual performance appraisals.
• Serve as the first point of contact for customer escalations and complaints, ensuring timely resolution.
• Support ongoing training for new hires and conduct daily coaching sessions to enhance knowledge of the position expectations.
• Stay current on internal work processes, policies, and procedures.
• Additional tasks and duties as assigned.

Education and/or Work Experience Requirements:

• High school diploma or GED preferred, but not required.
• Associates/Bachelor's degree in business administration, communications related field preferred, but not required.
• Experience required in a contact/call center environment, with customer service experience in a supervisory or leadership role with a focus on coaching teams to support department goals.
• Effective communication skills, both verbal and written with the ability to interact with customers and team members.
• Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
• Experience with customer relationship management (CRM) software a plus.
• Excellent organizational skills required.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.