24/7 Contact Center Supervisor

Service Experts LLC; Fairfax, Northern (VA, KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Retirement Plan

Life & Disability Insurance

Job summary

Service Experts LLC in Fairfax, VA seeks a Contact Center Operations Supervisor to lead a team of Customer Support Center agents handling calls, emails and chat around the clock. You will drive KPI performance, bookings, and customer experience while mentoring staff.

You will coordinate with a 3rd party vendor and other operations managers to implement change initiatives, schedule effectively, and ensure high-quality service delivery.

Qualifications

• Bachelor degree preferred.
• 5+ years in customer service.
• 3+ years call center management.
• Analytical mindset with data interpretation skills.

Responsibilities

• Ensure customer interactions meet quality standards and KPI targets.
• Oversee scheduling and management of Customer Support agents and team leads.
• Mentor and coach staff; participate in recruitment and performance reviews.
• Coordinate with dispatch teams and vendors; report center results.

Skills

Leadership

Verbal communication

Written communication

Interpersonal skills

Data interpretation

Creative thinking

Education

Bachelor degree preferred

Tools

Excel

Pivot tables

Graphs

Job description

Service Experts LLC in Fairfax, VA seeks a Contact Center Operations Supervisor to lead a team of Customer Support Center agents handling calls, emails and chat around the clock. You will drive KPI performance, bookings, and customer experience while mentoring staff.

You will coordinate with a 3rd party vendor and other operations managers to implement change initiatives, schedule effectively, and ensure high-quality service delivery.