Call Center Supervisor: Lead, Coach & Escalate Support

Youngwilliams Pc; Martinsville (VA); On-site; USD 36,000 - 39,000; Full time

Job summary

YoungWilliams is seeking a Call Center Supervisor to oversee staff, handle escalated calls, and drive performance in Martinsville, VA. The role requires coaching, attendance tracking, and ensuring top-quality customer service in a fast-paced environment.

Preferred candidates will have at least 1 year of supervisory experience in a call center or related public/private program, and an Associate’s degree or equivalent education. Equal opportunity employer.

Qualifications

• 1 year of call center supervision strongly preferred.
• 1 year of work experience in a public agency or private company responsible for administering child support enforcement programs and/or community service programs is preferred.
• Equivalent to an Associate’s degree from a college or vocational training institute is preferred.

Responsibilities

• Monitors and evaluates the performance of assigned staff to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling, and guidance to assigned staff for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors staffing levels and call center trends to ensure efficiency and attainment of goals.
• Monitors attendance and maintains records for assigned staff and related information.

Skills

Supervision

Coaching

Customer service

Communication

Education

Associate degree

Job description

YoungWilliams is seeking a Call Center Supervisor to oversee staff, handle escalated calls, and drive performance in Martinsville, VA. The role requires coaching, attendance tracking, and ensuring top-quality customer service in a fast-paced environment.

Preferred candidates will have at least 1 year of supervisory experience in a call center or related public/private program, and an Associate’s degree or equivalent education. Equal opportunity employer.