Call Center Supervisor

TEKsystems; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading IT consulting firm in Memphis is seeking a Manager/Supervisor for a remote call center position. The ideal candidate will have over 3 years of experience in call center management, overseeing a team of 20+ customer service agents. Responsibilities include coaching associates, monitoring performance, and ensuring quality service for inbound and outbound calls. This role offers a competitive hourly pay range of $25.00 and various benefits, such as medical and dental coverage.

Benefits

Medical, dental & vision

401(k) Retirement Plan

Employee Assistance Program

Time Off/Leave

Qualifications

• 3+ years of experience as a Manager/Supervisor in a Call Center.
• Experience overseeing 20+ customer service agents.
• Experience monitoring and evaluating KPIs for agents.

Responsibilities

• Support and coach a team of associates for quality service.
• Conduct analysis of monitoring results for feedback.
• Monitor chat and calls, measuring team performance.

Skills

Call center management

Customer service skills

KPI evaluation

Sales experience

Job description

Feb 12, 2026

Job Description

• Support and coach a team of associates in providing quality service for inbound and outbound telephone calls.
• Create and maintain company monitoring standards for call center/customer service reps.
• Conduct analysis of monitoring results and provide feedback and recommendations to the call center service quality assurance manager.
• Effectively monitor chat and incoming calls from customers to the reps, measuring performance of the team through quality, attendance, sales conversions, and adherence. Target a 50% lead conversion rate.
• Review attendance for the previous day, identify gaps, and check Teams chat for questions.
• Listen to calls to evaluate performance, identify concerns, and use calls for coaching. Ensure reps sound pleasant and professional.
• Track attendance and evaluate KPIs for agents.
• Handle escalated calls and support a sales or upselling call center environment.

Skills & Qualifications

• Must have 3+ years of experience working as a Manager/Supervisor in a Call Center environment.
• Experience overseeing 20+ customer service agents.
• Experience working in a call center and handling escalated calls.
• Experience monitoring and evaluating KPIs for agents.
• Experience tracking attendance for agents.
• Experience working in a sales or upselling call center environment is a huge plus.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Memphis, TN. This is a fully remote position.

Pay and Benefits

The pay range for this position is $25.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Feb 19, 2026.

Equal Opportunity Employer Statement

We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.