Call Center Supervisor

One Parking; West Palm Beach (FL); On-site; USD 32,000 - 37,000; Full time

Job summary

One Parking in West Palm Beach, FL is hiring a Call Center Supervisor to oversee daily operations of the on-site team supporting clients and customers. You will monitor call volume and service levels, assign schedules, coach staff, and ensure prompt handling of inquiries, service requests, and incidents with a focus on quality and policy compliance.

You will track performance metrics, prepare reports, identify trends, and work with management to improve processes and technology usage, driving

Qualifications

• Strong supervisory and team‑leadership experience.
• Customer-satisfaction focus with strong communication skills.
• Analytical skills to interpret metrics and identify trends.
• Experience in call center or customer service environments, preferably in parking or mobility.
• Proficiency with call center systems, basic office software, and reporting tools.
• Reliability, problem-solving, and the ability to work on-site.

Responsibilities

• Oversee daily operations of the on-site call center team.
• Monitor call volume, service levels, and staff schedules.
• Coach and mentor team members; provide performance feedback and training.
• Track metrics, prepare reports, and identify trends to improve processes.
• Collaborate with management to enhance technology usage and efficiency.
• Resolve escalated issues and ensure quality service across touchpoints.

Skills

Supervisory skills

Team management

Customer service mindset

Communication skills

Analytical skills

Problem-solving

Education

High school diploma or equivalent

Post-secondary education in business or communications (beneficial)

Tools

Call center systems

Office software

Reporting tools

Job description

Company Description

One Parking is a parking management and mobility solutions company headquartered in West Palm Beach, Florida, managing more than 60,000 parking spaces across the United States for private owners and municipalities. Since 2004, the company has focused on delivering a higher level of service and tailored attention to a select portfolio of properties. Clients benefit from direct involvement and hands‑on project review from senior leadership, ensuring responsive and informed decision-making. One Parking offers expertise in parking management, technology solutions, 24-hour remote assistance (OPark), optimized enforcement, asset management, consulting, and capital lending, providing comprehensive support for modern parking operations.

Role Description

The Call Center Supervisor is a full-time, on-site role based in West Palm Beach, FL, responsible for overseeing daily operations of the call center team supporting One Parking’s customers and clients. This position monitors call volume and service levels, assigns and adjusts staff schedules, and ensures that inquiries, service requests, and incident reports are handled promptly and professionally. The supervisor coaches and mentors team members, provides performance feedback, and supports training to maintain high standards of customer satisfaction and compliance with company policies. The role includes tracking metrics, preparing reports, identifying trends, and collaborating with management to improve processes, technology usage, and overall call center efficiency. The Call Center Supervisor works closely with other departments to resolve escalated issues and ensure consistent, quality service across all customer touchpoints.

Pay: $23.00 - $27.50 per hour

Hours: Tuesday - Sunday 12 pm to 8 pm

Qualifications

• Candidates should possess strong Supervisory Skills and Team Management abilities to lead, coach, and develop call center staff.
• Candidates should have a customer-satisfaction focus and Communication skills to handle escalations, support team members, and maintain positive client interactions.
• Candidates should have analytical skills to interpret performance metrics, identify trends, and recommend process improvements.
• Candidates should have experience in call center or customer service environments, preferably in parking, mobility, or related service industries.
• Candidates should be proficient with call center systems, basic office software, and reporting tools.
• Candidates should demonstrate reliability, problem-solving skills, and the ability to work in a fast-paced, on-site operational setting.
• High school diploma or equivalent is required; post-secondary education in business, communications, or a related field is beneficial.