Call Center Supervisor - Coach, Lead & Optimize

Global Agility Solutions, LLC; Eagle Pass (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Global Agility Solutions, LLC is seeking a Call Center Supervisor to coach, train, and motivate CSRs, ensuring excellent service delivery.

You will hire, onboard, monitor performance, analyze data, prepare reports, and collaborate with management to improve KPIs and customer satisfaction. English proficiency required; Spanish a plus. This role demands leadership, communication, and a customer-focused mindset.

Qualifications

• High school diploma or equivalent; bachelor's degree is preferred.
• Proven call center or supervisory experience (1–3 years) in customer service.
• Proficiency with MS Office; strong English; bilingual in Spanish a plus.
• Excellent verbal and written communication; coaching and leadership skills.

Responsibilities

• Hire, train, and prepare call center representatives for customer interactions.
• Ensure agents meet KPIs, policies, and quality standards.
• Answer questions, provide guidance, and coaching to agents.
• Identify operational issues and suggest improvements.
• Prepare reports and analyze data to support management decisions.
• Collaborate with supervisors and management to maximize customer satisfaction.
• Assist with escalated calls and customer issues as needed.

Skills

Coaching

Leadership

Communication

Problem solving

Analytical

Customer service

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

MS Office

Phone systems

Computers

Job description

Global Agility Solutions, LLC is seeking a Call Center Supervisor to coach, train, and motivate CSRs, ensuring excellent service delivery.

You will hire, onboard, monitor performance, analyze data, prepare reports, and collaborate with management to improve KPIs and customer satisfaction. English proficiency required; Spanish a plus. This role demands leadership, communication, and a customer-focused mindset.