Call Center Supervisor-III

Abacus; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Abacus, located in Tempe, Arizona, is seeking a Call Center Supervisor to lead its Voice Ordering Accessibility team. This role involves overseeing a group of representatives who assist customers with accessibility needs and managing day-to-day operations to improve performance and service levels.

The successful candidate will have a Bachelor's degree, at least 2 years of team leadership experience, and strong analytical and problem-solving skills. The position is in-office only.

Qualifications

• 2+ years of people-management or team-lead experience.
• Ability to evaluate results and ensure measurable impact.
• Experience in tech, restaurant, or logistics industries preferred.

Responsibilities

• Lead a team focused on customer success.
• Create the best ordering experience for accessibility‑needs customers.
• Manage daily team workflow to meet service level agreements.

Skills

Team management

Problem-solving

Analytical mindset

Process improvement

Motivating teams

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Excel (complex spreadsheets)

Google Sheets

Job description

Overview

Title: Call Center Supervisor – III

Location: Tempe, Arizona (Office in Tempe, W Roosevelt Way). Must live within 50 miles.

Team: Live Customer Support Operations – Voice Ordering Accessibility team.

About the Role

As a Supervisor on our Voice Ordering Accessibility team, you will oversee a team of trained representatives who place orders on behalf of customers with accessibility needs. This role requires a leader, operator, and problem solver who manages day‑to‑day operations while maintaining and improving quality and speed metrics.

Key responsibilities include fostering team collaboration, employee development, and problem‑solving; facilitating in‑person 1:1 meetings; coordinating daily workflow; adjusting resources to meet service level agreements; driving performance reporting; and improving internal tools.

Responsibilities

• Lead a team of motivated individuals focused on customer success.
• Go above and beyond to create the best ordering experience for accessibility‑needs customers, including visually impaired customers.
• Support a team assisting accessibility‑needs customers with accurate order placement and local restaurant recommendations.
• Improve internal tools and manage offshore agents to provide high‑quality support.
• Establish and manage team goals and objectives.
• Coordinate daily workflow within the team and adjust resources to meet service level agreements.
• Create, distribute, and present impactful reporting on performance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of people‑management or team‑lead experience.
• Strong ability to motivate a team, set and achieve targets, and manage career growth.
• Ability to evaluate results and ensure measurable impact.
• Analytical mindset: translate data into rapid actions and use first principles to solve problems.
• Process‑improvement mindset and talent.
• Experience using data to influence decisions.
• Proficiency with Salesforce, Sigma, Excel (complex spreadsheets), and Google Sheets preferred.
• Preferred experience in tech, restaurant, or logistics industries.
• Preferred familiarity with large, diverse customer support, operations, and sales organizations.

Work Schedule & Location

Schedule: 9am – 6pm, Sunday‑Thursday.

Work Location: 100% in‑office at Tempe, AZ. Must be physically present in the corporate office.

Classification

Temporary Agency Worker (TAC). Start date August 18, 2025. End date February 20, 2026. Remote work not allowed.