Call Center Supervisor

Randstad USA; East Hartford (CT); On-site; USD 37,000 - 43,000; Full time

Job summary

Randstad USA seeks an experienced Call Center Supervisor to lead on-site staff in East Hartford, CT. You will report to the Site Operations Manager and ensure SLA compliance for state healthcare programs. Experience with government or healthcare contracts is preferred.

Lead coaching, escalations, reporting, and SOP development with Operations, Training, and QA. This 3-month contract offers extension potential and full on-site duties at 77 Hartland Street.

Qualifications

• College degree or equivalent call center leadership experience required.

Responsibilities

• Supervise staff and monitor SLA compliance and attendance.
• Provide coaching, performance feedback and discipline as needed.
• Serve as SME for escalations and high-level caller issues.
• Maintain daily/monthly operational reports and metrics.
• Draft and refine SOPs to improve efficiency and accuracy.
• Liaise with government agencies and partners to resolve workflow barriers.
• Assist with recruitment, onboarding, and payroll-related approvals.

Skills

Staff supervision

Leadership

Coaching

SLA management

Analytical skills

Communication

CRM software

Education

College degree or equivalent

Tools

CRM systems

Enterprise software

PC tools

Job description

A leading national business services and operations provider is seeking an experienced, dynamic Call Center Supervisor to oversee call staff at their facility in East Hartford, CT. Reporting directly to the Site Operations Manager, you will work in close collaboration with Operations Management, Training, and Quality Assurance to ensure team members consistently meet contractual obligations regarding timeliness, accuracy, and service level agreements (SLAs) for state healthcare and social services programs.

This on-site leadership role requires an operational Subject Matter Expert (SME) who can drive staff productivity, handle complex case escalations, mentor direct reports, and implement innovative strategies for continuous process improvement.

LOCATION

100% On-Site (77 Hartland Street, East Hartford, CT 06108)

POSITION TYPE

3-Month Initial Contract (Strong possibility of extension and opportunity to apply for permanent roles)

COMPENSATION

$27.00 – $31.00 / hour (Dependent on Experience)

KEY RESPONSIBILITIES

• Staff Supervision & Operations: Maintain unit accountability for meeting contractual SLAs. Monitor daily staff performance, conduct, and attendance to ensure full compliance with corporate and state guidelines.
• Leadership, Coaching & Team Building: Conduct regular monthly assessments and annual performance evaluations. Provide structured coaching, timely feedback, and formal disciplinary actions when necessary to address productivity, quality, or attendance deficiencies.
• Escalation & Case Management: Act as a front-line SME for staff questions, complex case reviews, high-level caller escalations, and technical guidance.
• Reporting & Metric Tracking: Maintain and update daily and monthly operational reports. Analyze unit metrics to make proactive recommendations to the Operations Manager for workflow adjustments.
• Process & Policy Development: Draft and refine operational policies and standard operating procedures (SOPs) to enhance team efficiency and service accuracy.
• Client & Partner Liaison: Serve as a operational liaison with government agencies (such as the Department of Social Services) and business partners to resolve systemic workflow barriers.
• Administrative Support: Assist with recruitment, new hire onboarding, training, and weekly timesheet approvals for payroll processing.

QUALIFICATIONS & REQUIREMENTS

• Education: College degree or equivalent professional call center leadership experience required.
• Experience: Minimum of 2+ years of supervisory/leadership experience in a high-volume call center environment.
• Industry Alignment: Prior experience supervising operations within government, healthcare, or social services contracts is highly preferred.
• Key Capabilities:
• Proven track record in staff development, performance coaching, and SLA management.
• Strong analytical and interpretive skills to evaluate reporting metrics and implement corrective action plans.
• Exceptional written and verbal communication skills across internal leadership and external client partners.
• High proficiency with standard enterprise software, CRM systems, and PC tools.
• Workplace Commitment: Ability to work 100% on-site in East Hartford, CT, with flexibility for overtime, evening shifts, or occasional weekend hours based on operational volume.