Call Center Supervisor, Community Services Leader

ManpowerGroup; East Hartford (CT); On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Medical plans

Dental Plan

401(k)

Short Term Disability Insurance

Supplemental Life Insurance

Job summary

ManpowerGroup is seeking a Call Center Supervisor in East Hartford, CT, to oversee a dedicated staff and drive service excellence for the First Touch Initiative. The role emphasizes leadership, performance monitoring, and cross-functional collaboration with management, trainers, and QA teams.

The ideal candidate will have a college degree or equivalent, 2+ years in a supervisory call center role, strong customer service skills, and the ability to analyze data to implement improvements

Qualifications

• College degree or equivalent work experience.
• Minimum of 2 years call center experience in a leadership role.
• Strong customer service skills with knowledge of call center processes and procedures.
• Excellent team coaching, training, facilitation, and developmental skills.
• Ability to analyze data, interpret results, and implement improvements effectively.

Responsibilities

• Supervise and oversee call center staff supporting the First Touch Initiative to ensure contract compliance and service excellence.
• Monitor daily staff performance, ensuring timeliness and accuracy in meeting contractual and organizational standards.
• Collaborate with management, trainers, and quality assurance teams to implement continuous operational improvements.
• Provide coaching, training, and development opportunities to team members to foster a high-performance environment.
• Manage reporting metrics, evaluate progress toward individual and team objectives, and recommend operational adjustments as needed.

Skills

Leadership

Call center experience

Customer service

Coaching & training

Data analysis

Education

College degree or equivalent

Job description

ManpowerGroup is seeking a Call Center Supervisor in East Hartford, CT, to oversee a dedicated staff and drive service excellence for the First Touch Initiative. The role emphasizes leadership, performance monitoring, and cross-functional collaboration with management, trainers, and QA teams.

The ideal candidate will have a college degree or equivalent, 2+ years in a supervisory call center role, strong customer service skills, and the ability to analyze data to implement improvements