Call Center Operations Lead

Hire Evolution Consulting; Hartford (CT); On-site; USD 55,000 - 85,000; Full time

Job summary

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and staff performance. You will collaborate with operations, training, and QA teams to ensure timeliness, accuracy, productivity, and customer satisfaction.

The role emphasizes strong leadership, analytical, and problem-solving skills with a focus on improving efficiency and overall team effectiveness. Office-based position with potential for growth.

Qualifications

• Post-secondary education or an equivalent combination of education and relevant work experience.
• Minimum of two years of call center experience in a supervisory or management role.
• Strong knowledge of call center operations, customer service practices, and performance standards.
• Experience coaching, training, performance management, and team development.
• Experience monitoring performance metrics and preparing reports.
• Ability to work collaboratively in a team environment.

Responsibilities

• Oversee daily staff performance to ensure service levels and quality standards are met.
• Monitor productivity, attendance, conduct, and adherence to policies.
• Establish and review performance metrics for individuals and teams.
• Prepare daily and monthly staffing, productivity, and quality reports.
• Identify opportunities for continuous improvement and implement solutions.
• Provide guidance on escalated cases and staff inquiries.
• Develop, review, and update policies and procedures.

Skills

Staff supervision

Leadership

Coaching

Analytical skills

Education

Post-secondary education or equivalent

2+ years call center supervisory experience

Tools

Office software

Job description

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and staff performance. You will collaborate with operations, training, and QA teams to ensure timeliness, accuracy, productivity, and customer satisfaction.

The role emphasizes strong leadership, analytical, and problem-solving skills with a focus on improving efficiency and overall team effectiveness. Office-based position with potential for growth.