Call Center Supervisor

Jobtailor; Hamilton (NJ); On-site; USD 85,000 - 110,000; Full time

Job summary

Jobtailor seeks an experienced Call Center Manager to lead performance oversight, coaching, and training within a government services context focused on health and human services. You will oversee hiring, attendance, KPIs, and compliance while ensuring high service levels.

The role requires strong data analysis, confidentiality, and the ability to manage multiple priorities under pressure, with excellent communication and organizational skills.

Qualifications

• Minimum of three years of call center management and supervisory experience.
• Experience using Verizon Max Agent or NICE CXone platforms.
• Ability to analyze problems, interpret data, and drive improvements.
• Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
• Strong analytical, writing, and data interpretation skills.
• Proactive communicator with strong organizational skills and accountability.

Responsibilities

• Direct responsibility for hiring and termination decisions.
• Oversee real-time performance management, attendance, coaching, and KPI/compliance.
• Deliver constructive feedback and conduct training sessions for agent development.
• Respond to escalated calls requiring supervisor callback.
• Review agent timecards for accuracy and policy compliance.
• Monitor Real-Time Adherence and ensure staffing coverage.
• Conduct real-time monitoring to maintain service levels and efficiency.
• Prepare daily, weekly, and monthly performance reports.

Skills

Data Analysis

Real-Time Performance Management

Coaching

Training Delivery

KPI Compliance

Trend Identification

MS Office Suite Proficiency

General Computer Applications

Proactive Communication

Organizational Skills

Empathy

Accountability

Flexibility Under Pressure

Tools

Verizon Max Agent

NICE CXone

Job description

Responsibilities

• Direct responsibility for hiring and termination decisions.
• Real‑time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards.
• Deliver constructive feedback and conduct training sessions to support agent development.
• Respond to escalated calls when callers request a supervisor callback.
• Review agent timecards for accuracy and compliance with organizational policies.
• Monitor Real‑Time Adherence (RTA) and ensure appropriate staffing coverage throughout the day.
• Conduct real‑time monitoring to maintain service levels and operational efficiency.
• Prepare daily, weekly, and monthly reports summarizing performance metrics, trends, and operational insights.

Requirements

• Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services.
• Experience using Verizon Max Agent or NICE CXone platforms.
• Ability to analyze problems, interpret data, and incorporate feedback to drive improvements.
• Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
• Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards.
• Strong analytical, writing, and data interpretation skills, including identifying trends and variations.
• Ability to manage multiple priorities, meet deadlines, and remain flexible under pressure.
• Proven ability to maintain strict confidentiality and work independently.
• Capable of delivering constructive feedback and conducting training sessions as needed.
• Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency.
• Ability to collaborate effectively with individuals from diverse backgrounds.
• Proficient with MS Office Suite and general computer applications.
• Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
• Working knowledge of public health, managed care, human services systems, and state/local political environments.
• Bilingual skills.

Core Competencies

Demonstrates expertise in call center management with a focus on real-time performance oversight, coaching, and compliance with KPIs. Proficient in analyzing data and trends to drive operational improvements while maintaining service quality in health and human services.

Highest-signal resume keywords

• Call Center Management
• Real-Time Performance Management
• Verizon Max Agent
• NICE CXone
• Medicaid and CHIP Knowledge

Hard Skills

• Data Analysis
• Performance Metrics Reporting
• Attendance Oversight
• Coaching
• Training Delivery
• KPI Compliance
• Trend Identification
• MS Office Suite Proficiency
• General Computer Applications

Soft Skills

• Proactive Communication
• Organizational Skills
• Empathy
• Accountability
• Flexibility Under Pressure

Industry Keywords

• Human Services Programs
• Public Health
• Managed Care
• State/Local Political Environments
• NJ FamilyCare