Call Center Supervisor - Customer Experience

Mintex Inc; Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Health insurance

Bonus based on performance

Accrued Paid Time Off and Sick Leave

Employee Discounts

Performance Incentives

Job summary

Mintex, Inc. is seeking a Customer Service Supervisor to lead and support our customer service team. This exempt role provides leadership, coaching, and strategic oversight to representatives working in-office and remotely to ensure service delivery meets performance standards.

The role oversees daily operations, monitors performance, and drives process improvements while fostering accountability and professional development within the team. Standard in-office schedule applies in Chicago.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Minimum 2 years of supervisory or managerial experience in a call center.
• Proven ability to lead, motivate, and develop high-performing teams.
• Strong communication, problem-solving, organizational and conflict resolution skills.
• Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to customer service excellence and continuous improvement.
• Bilingual Spanish preferred but not required.

Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to performance metrics and SLAs.
• Monitor and evaluate team performance, providing regular feedback, coaching, and reviews.
• Develop and implement process improvements to enhance satisfaction and efficiency based on data.
• Resolve escalated customer issues and ensure timely reporting per policies.
• Collaborate with cross-functional teams to align CS strategies with business objectives.
• Maintain reporting on team performance, customer feedback, and trends.
• Ensure compliance with laws, regulations, and internal policies, including data privacy.
• Support onboarding and training of new team members and foster a positive culture.
• Lead initiatives to improve remote and in-office productivity and quality assurance.
• Administer corrective action per progressive discipline process.
• Meet with upper management to provide performance analysis during/after hours.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Conflict resolution

Multi-tasking

Bilingual Spanish

Education

High School Diploma

College degree

Tools

CRM systems

Reporting tools

Microsoft Office Suite

Job description

Mintex, Inc. is seeking a Customer Service Supervisor to lead and support our customer service team. This exempt role provides leadership, coaching, and strategic oversight to representatives working in-office and remotely to ensure service delivery meets performance standards.

The role oversees daily operations, monitors performance, and drives process improvements while fostering accountability and professional development within the team. Standard in-office schedule applies in Chicago.