Call Center Supervisor

SGS Consulting; Springfield (IL); On-site; USD 42,000 - 60,000; Full time

Job summary

SGS Consulting in Springfield, IL is seeking a Call Center Supervisor to lead daily CSRs and seasonal staff, ensuring quality and adherence to schedules. The role requires coaching, escalation handling, and reporting using Microsoft Office.

The position emphasizes bilingual Spanish communication, team mentorship, and collaboration with leadership to hit service level targets.

Qualifications

• Supervise daily call center CSRs and provide coaching.
• Onboard and train new/temporary staff.
• Monitor metrics like quality, productivity, attendance, adherence to schedules.
• Provide performance feedback and mentorship.

Responsibilities

• Supervise and support daily activities of CSRs.
• Act as primary supervisor for seasonal and temporary CSRs.
• Monitor call quality, productivity, attendance, and adherence to schedules.
• Coach, mentor, and provide performance feedback to team members.
• Assist with onboarding and training of new and temporary staff.
• Handle escalated customer issues and ensure timely resolution.
• Ensure compliance with policies and procedures.
• Prepare reports and track team metrics using MS Office.
• Collaborate with team and leadership to meet service level goals.
• Support workforce scheduling within rotating shifts.

Skills

Call center supervision

Coaching and mentoring

Microsoft Office proficiency

Call monitoring & QA

Performance tracking

Escalation management

Time management & scheduling

Communication skills

Bilingual Spanish

Education

High School

Job description

Job Responsibilities

• Supervise and support daily activities of call center customer service representatives (CSRs)
• Act as the primary supervisor for seasonal and temporary CSRs
• Monitor call quality, productivity, attendance, and adherence to schedules
• Coach, mentor, and provide performance feedback to team members
• Assist with onboarding and training of new and temporary staff
• Handle escalated customer issues and ensure timely resolution
• Ensure compliance with company policies and call center procedures
• Prepare reports and track team metrics using Microsoft Office tools
• Collaborate with team members and leadership to meet service level goals
• Support workforce scheduling within rotating shifts

Skills

• Call center supervisory experience (minimum 2 years)
• Coaching and mentoring customer service teams
• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint)
• Call monitoring and quality assurance practices
• Performance tracking and reporting
• Customer service escalation management
• Time management and scheduling support
• Strong communication and interpersonal skills
• Bilingual Spanish

Education/Experience

• High School.