Call Center Supervisor

Provalus; Tahlequah (OK); In loco; USD 42.000 - 64.000; Tempo pieno

Vantaggi offerti da questo lavoro

Professional training & development

Career advancement opportunities

Company-paid healthcare benefits

Descrizione del lavoro

Provalus is hiring an experienced Call Center Supervisor to lead an inbound and outbound team supporting property managers and residents with internet service concerns, account inquiries, and technical support.

The role oversees daily operations, coaches team members, and ensures cases are resolved within timelines, driving customer satisfaction and service quality. This is a full-time in-person position at Provalus in Tahlequah, OK.

Competenze

• Must have HS Diploma or GED.
• 1–3 years of experience in a customer service, call center, or customer support role.
• Excellent communication skills, including verbal and written communication.
• Demonstrated experience handling escalated or difficult customer interactions professionally.
• Working knowledge of CRM systems and call center software.

Mansioni

• Lead and manage the daily performance, productivity, attendance, and development of the customer service team.
• Coach team members to consistently deliver a professional, responsive, white-glove customer experience.
• Monitor customer interactions, support cases, and CRM documentation for quality, accuracy, and timely resolution.
• Provide guidance on complex technical and customer service issues and manage escalated customer concerns.
• Track KPIs and performance trends to identify coaching, training, and process improvement opportunities.
• Conduct regular one-on-one coaching, performance reviews, and quality assessments.
• Support new-hire onboarding, training, and ongoing team development.
• Partner with internal teams to resolve customer issues and improve operational effectiveness.
• Communicate team performance, trends, risks, and escalations to management.
• Maintain a professional, accountable, and customer-focused team environment.
• Other duties as assigned.

Conoscenze

Excellent communication

Customer service

Coaching & feedback

Data analysis

CRM systems

Formazione

HS Diploma or GED

Strumenti

CRM software

Descrizione del lavoro

Provalus is actively hiring an experienced Call Center Supervisor to manage an inbound and outbound team supporting property managers and residents with internet service concerns, account inquiries, technical troubleshooting, and support case resolution.

This position is responsible for leading a team who deliver responsive, personalized, and professional support. The Supervisor will oversee daily operations, coach and develop team members, monitor performance, manage escalated customer concerns, and ensure support cases are handled accurately and resolved within established timelines.

Success in this role requires hands‑on leadership experience, strong technical and organizational problem‑solving skills, and a demonstrated ability to improve customer satisfaction, service quality, productivity, and case resolution performance.

All positions are full‑time with set schedules, professional training and development, and opportunities for career advancement.

THE JOB

Prior Experience should include

• 
  Managing 10+ direct reports

• 
  Improving measurable KPIs (EX: CSAT, Quality, FCR, AHT, adherence, and case resolution)

• 
  Coaching, performance reviews, and PIP/disciplinary documentation

• 
  Training and onboarding team members

• 
  Data analysis and performance reporting

• 
  QA and customer interaction monitoring

• 
  Customer service, technical support, or contact center leadership experience

Responsibilities include

• 
  Lead and manage the daily performance, productivity, attendance, and development of the customer service team.

• 
  Coach team members to consistently deliver a professional, responsive, white-glove customer experience.

• 
  Monitor customer interactions, support cases, and CRM documentation for quality, accuracy, and timely resolution.

• 
  Provide guidance on complex technical and customer service issues and manage escalated customer concerns.

• 
  Track KPIs and performance trends to identify coaching, training, and process improvement opportunities.

• 
  Conduct regular one-on-one coaching, performance reviews, and quality assessments.

• 
  Support new-hire onboarding, training, and ongoing team development.

• 
  Partner with internal teams to resolve customer issues and improve operational effectiveness.

• 
  Communicate team performance, trends, risks, and escalations to management.

• 
  Maintain a professional, accountable, and customer-focused team environment.

• 
  Other duties as assigned.

Role Requirements include

• 
  Must have HS Diploma or GED

• 
  1–3 years of experience in a customer service, call center, or customer support role.

• 
  Ability to work onsite at the Provalus office.

• 
  Excellent communication skills, including verbal and written communication.

• 
  Demonstrated experience handling escalated or difficult customer interactions professionally.

• 
  Working knowledge of CRM systems and call center software (prior hands‑on experience preferred).

• 
  Ability to work independently as well as within a team environment.

• 
  Good computer and multi‑tasking skills.

• 
  Competency in related computer applications.

• 
  Ability to react effectively and calmly in stressful situations.

Job Type: Full-time Work Location: In person

WHY WORK FOR PROVALUS

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities.

Key Reasons to Join Provalus

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher‑level technical, quality, or leadership positions. On‑the‑job training is provided, and the company emphasizes skills growth and internal promotion.
2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry‑level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long‑term career in technology services.
3. Full-Time Stability and Benefits Positions are full‑time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.
4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small‑town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.
5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.
6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

Who Thrives at Provalus

People who succeed here typically value clear structure, customer interaction, steady full‑time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical