Call Center Supervisor

Dasher Services, Inc.; Harrisburg (Dauphin County); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Dasher Services, Inc. in Harrisburg, PA is seeking an experienced Call Center Supervisor to lead a team delivering data incidents support and various call center engagements. You will coach, develop, and empower staff to provide exceptional service and operate with operational excellence.

The role emphasizes leadership, training, and collaboration across departments to improve processes, with opportunities for occasional remote work and onsite collaboration.

Qualifications

• Associate’s or Bachelor’s degree in a related field or equivalent combination of education and experience.
• Minimum of two years of related professional experience.
• Supervisory or leadership experience.
• Strong verbal and written communication skills.
• Strong analytical, critical thinking, and problem-solving abilities.
• Strong computer skills, including Microsoft Excel and Word.
• Experience working with databases and reporting tools.
• Exceptional interpersonal skills.
• Ability to build trust and effectively communicate with diverse populations.
• Strong active listening skills.

Responsibilities

• Lead and develop the team of call center agents.
• Supervise and support call center operations daily.
• Hire, train, coach, and develop team members.
• Create a positive and engaging work environment.
• Model and promote The Dasher Way values in interactions.
• Oversee daily call center operations and workflow management.
• Ensure staff meet performance expectations and client requirements.
• Assist with problem resolution and escalation management.
• Review reports and work products for accuracy and quality.

Skills

Leadership

Verbal communication

Written communication

Analytical thinking

Problem solving

Interpersonal skills

Active listening

Education

Associate’s or Bachelor's degree in related field

Tools

Microsoft Excel

Microsoft Word

Job description

Lead a Team That Makes a Difference Every Day

At Dasher, our mission is simple, Helping people live happy, healthy lives.

We're looking for an experienced, people-focused Call Center Supervisor to lead a team of dedicated call center agents who support important services, including Data Incidents support the Safety and Emissions Program, and various call center engagements as directed.

This is more than a traditional call center role. We're seeking someone who can coach, develop, and motivate a team while creating an environment where employees feel supported, valued, and empowered to do their best work. You'll serve as a leader, mentor, problem-solver, and client liaison while helping ensure exceptional service and operational excellence.

Why Join Dasher?

At Dasher, our culture isn't just something we talk about. It's how we work.

Our Core Values Are

• Positive
• Customer focused
• Caring and respectful
• Accountable
• Able to learn
• Team player

Our leaders play a critical role in bringing these values to life every day. As a Call Center Supervisor, you'll directly influence both the employee experience and the customer experience.

What You'll Do

• Lead and Develop Your Team
• Supervise and support Call Center Agents in their daily work
• Hire, train, coach, and develop team members
• Create a positive and engaging work environment
• Encourage and model The Dasher Way values in daily interactions
• Oversee daily call center operations and workflow management
• Ensure staff are meeting performance expectations and client requirements
• Assist with problem resolution and escalation management
• Review reports and work products for accuracy, quality, completeness, and follow-through
• Manage internal and client-required reporting
• Serve as a day-to-day liaison for client relationships
• Provide regular reporting and updates to leadership
• Collaborate across departments to identify opportunities for process improvement
• Participate in ongoing learning and professional development opportunities
• Identify opportunities to improve quality, efficiency, and employee engagement
• Assist with calls as needed

What We’re Looking For

• Associate’s or Bachelor's degree in a related field or equivalent combination of education and experience
• Minimum of two years of related professional experience
• Supervisory or leadership experience
• Strong verbal and written communication skills
• Strong analytical, critical thinking, and problem-solving abilities
• Strong computer skills, including Microsoft Excel and Word
• Experience working with databases and reporting tools
• Exceptional interpersonal skills
• Ability to build trust and effectively communicate with diverse populations
• Strong active listening skills

Preferred Qualifications

• Previous call center leadership experience
• Experience managing client relationships
• Experience developing and delivering employee training

The Successful Candidate Will Be Someone Who

• Enjoys coaching and developing others
• Leads by example
• Builds positive and productive relationships
• Communicates clearly and professionally
• Thrives in a fast-paced, service-oriented environment
• Is comfortable balancing employee support with accountability
• Looks for opportunities to improve processes and outcomes
• Values collaboration and teamwork
• Understands that great customer service starts with great employee support

Work Location

This position is primarily based in our Harrisburg office. Occasional remote work opportunities may be available to support work-life integration; however, this position is expected to operate primarily onsite to support team collaboration, coaching, and leadership. Minimal travel may be required, including occasional offsite client meetings.

Benefits

Dasher offers a comprehensive benefits package designed to support the health, well-being, and success of our employees. We believe that investing in our people is critical to fulfilling our mission.