Call Center Supervisor

ManpowerGroup; East Hartford (CT); On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Medical plans

Dental Plan

401(k)

Short Term Disability Insurance

Supplemental Life Insurance

Job summary

ManpowerGroup is seeking a Call Center Supervisor in East Hartford, CT, to oversee a dedicated staff and drive service excellence for the First Touch Initiative. The role emphasizes leadership, performance monitoring, and cross-functional collaboration with management, trainers, and QA teams.

The ideal candidate will have a college degree or equivalent, 2+ years in a supervisory call center role, strong customer service skills, and the ability to analyze data to implement improvements

Qualifications

• College degree or equivalent work experience.
• Minimum of 2 years call center experience in a leadership role.
• Strong customer service skills with knowledge of call center processes and procedures.
• Excellent team coaching, training, facilitation, and developmental skills.
• Ability to analyze data, interpret results, and implement improvements effectively.

Responsibilities

• Supervise and oversee call center staff supporting the First Touch Initiative to ensure contract compliance and service excellence.
• Monitor daily staff performance, ensuring timeliness and accuracy in meeting contractual and organizational standards.
• Collaborate with management, trainers, and quality assurance teams to implement continuous operational improvements.
• Provide coaching, training, and development opportunities to team members to foster a high-performance environment.
• Manage reporting metrics, evaluate progress toward individual and team objectives, and recommend operational adjustments as needed.

Skills

Leadership

Call center experience

Customer service

Coaching & training

Data analysis

Education

College degree or equivalent

Job description

Our client, a leading organization in social services, is seeking a dedicated Call Center Supervisor to join their team. As a Call Center Supervisor, you will be part of the East Hartford support team, overseeing operations that directly impact community services. The ideal candidate will demonstrate strong leadership, excellent communication skills, and a proactive approach to team development, which will align successfully in the organization.

Job Title: Call Center Supervisor

Location: East Hartford, CT

Pay Range: 31.52

Shift: Monday through Friday

What's the Job?

• Supervise and oversee call center staff supporting the First Touch Initiative to ensure contract compliance and service excellence.

• Monitor daily staff performance, ensuring timeliness and accuracy in meeting contractual and organizational standards.

• Collaborate with management, trainers, and quality assurance teams to implement continuous operational improvements.

• Provide coaching, training, and development opportunities to team members to foster a high-performance environment.

• Manage reporting metrics, evaluate progress toward individual and team objectives, and recommend operational adjustments as needed.

What's Needed?

• College degree or equivalent work experience.

• Minimum of 2 years call center experience in a leadership role.

• Strong customer service skills with knowledge of call center processes and procedures.

• Excellent team coaching, training, facilitation, and developmental skills.

• Ability to analyze data, interpret results, and implement improvements effectively.

What's in it for me?

• Opportunity to lead a dedicated team in a meaningful community-focused organization.

• Engage in a dynamic work environment with opportunities for professional growth.

• Be part of a supportive team committed to service excellence and continuous improvement.

• Work in a role that makes a positive impact on social services delivery.

• Participate in a collaborative and inclusive workplace culture.

Upon completion of waiting period associates are eligible for:

• Medical and Prescription Drug Plans

• Dental Plan

• Supplemental Life Insurance

• Short Term Disability Insurance

• 401(k)

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.