Call Center Floor Supervisor — Coach & Optimize CX

emergemarket.com; Akron (OH); On-site; USD 30,000 - 41,000; Full time

Job summary

AnswerNet is seeking a supervisory professional to oversee the call center floor, ensuring agents stay on schedule and deliver quality service. Responsibilities include real-time adherence, utilization evaluation, and shifting agents between projects as needed.

The role requires coaching, attendance tracking, and prompt reporting of client issues to management, with regular participation in calibration and feedback sessions. Excellent communication and leadership are essential.

Qualifications

• Must be conversational and professional with customers.
• Must be able to follow a script verbatim.
• Must be willing to learn our call center software systems.
• Must be mentally flexible: willing to support a variety of programs and shift between them.
• Highly coachable: able to accept and implement feedback from upper leadership.

Responsibilities

• Supervise the call center floor and track agents on shift, ensuring adherence to schedule.
• Evaluate utilization and move agents to projects as call volume fluctuates.
• Run reports, coach team members, and provide feedback to management.
• Keep track of attendance and report issues to management.
• Attend regular Quality Calibration and feedback sessions with Quality Coaches, Leadership, and clients.

Skills

Excellent communication

Leadership

Customer service

Problem solving

Adaptability

Education

One year+ contact center experience

Experience supervising or managing direct reports

Job description

AnswerNet is seeking a supervisory professional to oversee the call center floor, ensuring agents stay on schedule and deliver quality service. Responsibilities include real-time adherence, utilization evaluation, and shifting agents between projects as needed.

The role requires coaching, attendance tracking, and prompt reporting of client issues to management, with regular participation in calibration and feedback sessions. Excellent communication and leadership are essential.