Call Center Supervisor

Emovis; Orlando (FL); On-site; USD 25,000 - 39,000; Full time

Job summary

Emovis in Orlando is seeking a Call Center Supervisor to lead a team of frontline agents across phone and digital channels in an hourly, full-time role.

You will monitor queues, coach staff, manage performance metrics (AHT, CSAT, FCR), handle escalations, and partner with Workforce Management to optimize scheduling and adherence.

Qualifications

• Experience supervising call center teams.
• Strong problem-solving and conflict-resolution skills.
• Proven ability to meet service level and productivity targets.
• Excellent English communication, both written and spoken.
• Ability to coach and develop staff through feedback and mentoring.
• Knowledge of call center KPIs and reporting.

Responsibilities

• Supervise and support a team of call center agents with daily direction.
• Monitor queues, service levels, and agent adherence to schedules.
• Handle escalated inquiries and complaints with timely resolutions.
• Review performance metrics and drive continuous improvement.
• Conduct one-on-one meetings and team coaching sessions.
• Ensure compliance with policies and regulatory requirements.
• Collaborate with Workforce Management to optimize staffing.
• Support onboarding and training of new agents.
• Provide feedback using call monitoring tools.
• Assist with reporting and administrative tasks.

Skills

Team leadership

Customer service orientation

Performance management

Call center metrics

Problem-solving

English communication

Time management

Decision making under pressure

Education

High school diploma or equivalent

Leadership certifications a plus

Tools

Call center software

CRM tools

Workforce management systems

Job description

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years ofofexperience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

About The Role

As a Call Center Supervisor in our Customer Support department, you will lead a team of front-line agents to deliver exceptional service across phone and digital channels. In this hourly, full-time role, you will be responsible for daily floor operations, performance management, and coaching, ensuring that service level, quality, and productivity targets are consistently met. You will act as an escalation point for complex customer issues, collaborate closely with cross-functional partners to remove obstacles, and help implement process improvements that enhance the overall customer and employee experience.

What You'll Do

• Supervise and support a team of call center agents, providing daily direction, coaching, and performance feedback.
• Monitor call queues, service levels, and agent adherence to schedules, taking real-time actions to meet or exceed key metrics.
• Handle escalated customer inquiries and complaints, ensuring timely, accurate, and empathetic resolutions.
• Review and analyze performance reports (AHT, FCR, CSAT, quality scores, attendance) and use insights to drive continuous improvement.
• Conduct regular one-on-one meetings, side-by-side coaching, and team huddles to reinforce goals, policies, and best practices.
• Ensure team compliance with company policies, procedures, and regulatory requirements related to customer support operations.
• Partner with Workforce Management to optimize staffing, scheduling, and break/lunch adherence for your team.
• Collaborate with Quality Assurance and Training teams to identify skill gaps and support ongoing training and development initiatives.
• Contribute to process and policy improvements that enhance efficiency, customer satisfaction, and employee engagement.
• Maintain clear, timely communication with management regarding performance trends, emerging issues, and resource needs.
• Support the onboarding and training of new agents, fostering a supportive and inclusive team environment.
• Use call monitoring tools and systems to evaluate agent performance and customer interactions, providing constructive feedback.
• Assist with reporting, documentation, and other administrative tasks required for effective call center operations.

Qualifications

• Previous experience in a call center or customer support environment, with demonstrated progression to a senior agent or supervisory role.
• Proven ability to lead, coach, and develop a team in a fast-paced, metrics-driven environment.
• Strong customer service orientation with excellent problem-solving and conflict-resolution skills.
• Solid understanding of key call center metrics and KPIs (e.g., service level, AHT, FCR, CSAT, occupancy, adherence).
• Proficiency using call center software, CRM tools, and contact center platforms; ability to learn new systems quickly.
• Excellent verbal and written communication skills in English, with the ability to explain information clearly and professionally.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Ability to make sound decisions under pressure and maintain composure in high-volume or escalated situations.
• Experience with performance management, including setting expectations, delivering feedback, and addressing performance issues.
• Flexibility to work a full-time, hourly schedule, which may include evenings, weekends, and holidays based on business needs.
• High school diploma or equivalent required; post-secondary education or relevant certifications in customer service or leadership is a plus.