Call Center Operations Leader

Hire Evolution Consulting; East Hartford (CT); On-site; USD 60,000 - 90,000; Full time

Job summary

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and drive metrics across a team of agents. The role collaborates with operations, training, and QA to uphold service standards for timeliness, accuracy, productivity, and customer satisfaction.

The successful candidate will demonstrate strong leadership, analytical and problem-solving abilities, and guide staff to improve operational efficiency and service quality.

Qualifications

• Post-secondary education or an equivalent combination of education and relevant work experience.
• Strong knowledge of call center operations, customer service practices, performance standards, and procedures.
• Experience coaching, training, performance management, and team development.

Responsibilities

• Oversee daily staff performance to meet service levels and quality standards.
• Monitor productivity, attendance, conduct, and policy adherence.
• Establish and review performance metrics for teams and individuals.
• Prepare daily and monthly staffing, productivity, quality, and performance reports.
• Identify opportunities for continuous improvement and implement solutions.
• Coach and develop staff; conduct regular performance assessments.
• Address escalations and guide staff through complex cases.
• Collaborate with training and QA to close performance gaps.
• Ensure timely communication of delays or barriers to management.
• Maintain knowledge of programs and requirements to support staff.

Skills

Leadership

Analytical thinking

Coaching

Staff supervision

Communication

Problem solving

Performance management

Team development

Education

Post-secondary education or equivalent

Tools

CRM systems

Office software

Job description

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and drive metrics across a team of agents. The role collaborates with operations, training, and QA to uphold service standards for timeliness, accuracy, productivity, and customer satisfaction.

The successful candidate will demonstrate strong leadership, analytical and problem-solving abilities, and guide staff to improve operational efficiency and service quality.