Call Center Supervisor — Grow & Coach High-Performing Teams

ACT; Johnson City (TN); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Flexible schedules

Bonus opportunities

Employee Ownership Program

Job summary

Advanced Call Center Technologies in Johnson City, TN seeks an energetic Supervisor to lead a team of 10–25 call center agents. You will coach, mentor and manage performance to deliver best-in-class results for clients.

The ideal candidate has strong communication and organizational skills, management experience, and the ability to drive results while maintaining adherence to policies and procedures. This role emphasizes coaching, real-time monitoring, and outcomes-driven leadership.

Qualifications

• Experience supervising a call center team and driving performance.
• High School diploma or GED required.
• Must pass criminal background check.
• Excellent communication skills are essential.
• MS Office proficiency is required.

Responsibilities

• Monitors real-time productivity of 10–25 agents to meet goals.
• Coaches and develops associates to improve quality and performance.
• Addresses performance and attendance issues per policy.
• Motivates and rewards agents through incentive programs.
• Ensures adherence to company and client policies.
• Tracks daily performance and productivity of associates.
• Monitors call quality and adherence to standards.
• Handles escalated customer calls and recommends solutions.
• Assists in scheduling and workflow optimization.
• Maintains attendance records and payroll accuracy.
• Completes annual performance appraisals.
• Conducts candidate interviews with Recruiting assistance.

Skills

Call center leadership

Communication

Coaching

Education

High School diploma or GED

Tools

MS Office

Job description

Advanced Call Center Technologies in Johnson City, TN seeks an energetic Supervisor to lead a team of 10–25 call center agents. You will coach, mentor and manage performance to deliver best-in-class results for clients.

The ideal candidate has strong communication and organizational skills, management experience, and the ability to drive results while maintaining adherence to policies and procedures. This role emphasizes coaching, real-time monitoring, and outcomes-driven leadership.