Call Center Operations Leader

Hire Evolution Consulting; Hartford (CT); On-site; USD 60,000 - 85,000; Full time

Job summary

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and lead a team of staff in a Hartford, CT call center. You will ensure service levels meet contractual obligations, coach employees, and drive continuous improvement in productivity and quality.

The role requires a college degree or equivalent and at least 3 years of supervisory call center experience, with strong customer service and analytical skills.

Qualifications

• College degree or equivalent combination of education and relevant work experience.
• Minimum of 3 years of call center experience in a supervisory or leadership role.
• Strong customer service skills and knowledge of call center processes and procedures.
• Demonstrated experience in coaching, training, facilitation, and professional development.
• Strong analytical, problem-solving, and interpretive skills.
• Ability to work effectively in a team environment.
• Demonstrated ability to meet or exceed performance expectations and competencies.
• Background check and drug screen may be required.

Responsibilities

• Supervise call center staff and manage day-to-day operations.
• Monitor staff performance to meet service levels and contractual obligations.
• Address performance or behavioral concerns and enforce company policies.
• Establish and monitor performance metrics for productivity, accuracy, and quality.
• Prepare and analyze daily/monthly reports and identify improvement opportunities.
• Serve as SME and provide guidance on processes and complex issues.
• Support recruitment, onboarding, and training activities as needed.
• Collaborate with Operations, Training, and QA to ensure quality and compliance.

Skills

Supervisory experience

Customer service

Analytical skills

Team leadership

Education

College degree or equivalent

Job description

Hire Evolution Consulting is seeking a Call Center Supervisor to oversee daily operations and lead a team of staff in a Hartford, CT call center. You will ensure service levels meet contractual obligations, coach employees, and drive continuous improvement in productivity and quality.

The role requires a college degree or equivalent and at least 3 years of supervisory call center experience, with strong customer service and analytical skills.