Call Center Supervisor

Randstad USA; East Hartford (CT); On-site; USD 43,000 - 44,000; Full time

Job summary

Randstad USA in East Hartford, CT seeks a Call Center Supervisor to lead a team of customer service professionals, coach and empower agents, and collaborate with operations, training, and QA to improve service quality.

You will analyze metrics, manage escalations, and drive continuous improvements to meet performance goals with an empathetic yet accountable leadership style.

Qualifications

• Minimum 2 years of supervisory or leadership experience in a call center setting.
• College degree or equivalent professional work experience.
• Demonstrated ability to coach, motivate, and develop staff in a fast-paced environment.
• Analytical, problem-solving, and verbal/written communication skills.
• Proficiency with standard PC systems, office software, and call center applications.
• Flexibility to work overtime, evenings, and weekend hours as operational needs require.

Responsibilities

• Supervise, mentor, and develop a team of customer service agents through ongoing coaching, monthly evaluations, and constructive feedback.
• Monitor daily and monthly performance metrics to ensure adherence to quality, accuracy, and operational service level agreements.
• Act as a subject matter expert to handle escalated customer inquiries, complex case reviews, and process questions.
• Collaborate with operations management, trainers, and QA to implement continuous workflow enhancements and standard operating procedures.
• Manage administrative tasks including timesheet approvals, attendance tracking, and onboarding assistance.

Skills

Call center setting

Coaching ability

Staff development

Education

Associate degree

Job description

As a Call Center Supervisor, you will lead, mentor, and empower a dedicated team of customer service professionals. Working closely with operations management, training, and quality assurance, you will champion day-to-day performance, foster a supportive team environment, and drive continuous improvements that enhance productivity and service quality. In this role, you will act as a trusted subject matter expert for complex escalations, analyze unit metrics to meet service goals, and conduct regular coaching to help each team member excel. The ideal candidate brings analytical thinking, exceptional communication skills, and an empathetic, motivating leadership style.

Job Responsibilities

• Supervise, mentor, and develop a team of customer service agents through ongoing coaching, monthly evaluations, and constructive feedback.
• Monitor daily and monthly performance metrics to ensure adherence to quality, accuracy, and operational service level agreements.
• Act as a subject matter expert to handle escalated customer inquiries, complex case reviews, and process questions.
• Collaborate with operations management, trainers, and QA to implement continuous workflow enhancements and standard operating procedures.
• Manage administrative tasks including timesheet approvals, attendance tracking, and onboarding assistance.

Qualifications & Skills

• Minimum 2 years of supervisory or leadership experience in a call center setting.
• College degree or equivalent professional work experience.
• Demonstrated ability to coach, motivate, and develop staff in a fast-paced environment.
• Analytical, problem-solving, and verbal/written communication skills.
• Proficiency with standard PC systems, office software, and call center applications.
• Flexibility to work overtime, evenings, and weekend hours as operational needs require.

salary: $31.51 - $31.52 per hour

shift: First

work hours: 8 AM - 5 PM

education: Associate

Responsibilities

• Supervise, mentor, and develop a team of customer service agents through ongoing coaching, monthly evaluations, and constructive feedback.
• Monitor daily and monthly performance metrics to ensure adherence to quality, accuracy, and operational service level agreements.
• Act as a subject matter expert to handle escalated customer inquiries, complex case reviews, and process questions.
• Collaborate with operations management, trainers, and QA to implement continuous workflow enhancements and standard operating procedures.
• Manage administrative tasks including timesheet approvals, attendance tracking, and onboarding assistance.

Skills

• call center setting
• ability to coach
• motivate, develop staff

Experience

• Experienced
• 2 years

Education

• Associates

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.