Call Center Supervisor: Lead, Coach & Improve Performance

Hire Evolution Consulting; East Hartford (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Hire Evolution Consulting is seeking a Call Center Supervisor in Connecticut to oversee day-to-day supervision and performance management of call center staff. You will work with Operations, Training, and Quality Assurance to ensure timeliness, accuracy, productivity, and customer service meet contractual requirements with the State of Connecticut.

The role emphasizes continuous operational improvement, staff coaching, performance evaluations, and reporting.

Qualifications

• Minimum 3 years of call center supervisory experience.
• Strong customer service skills and knowledge of call center processes.
• Coaching, training, facilitation, and professional development experience.
• Strong analytical, problem solving, and interpretive skills.
• Ability to work effectively in a team environment.
• Must be able to undergo and pass a background check and drug screen.

Responsibilities

• Supervise call center staff to meet service levels and contractual obligations.
• Develop and monitor performance metrics for quality, productivity, and accuracy.
• Coach and evaluate staff; address performance issues in line with policies.
• Collaborate with Operations, Training, and Quality Assurance to improve processes.
• Oversee recruitment, onboarding, and timesheet approvals; monitor attendance.
• Serve as SME for processes, escalations, and staff inquiries.

Skills

Staff supervision

Performance management

Coaching & development

Customer service

Leadership

Team building

Analytical skills

Communication

Education

College degree or equivalent

Job description

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the day-to-day supervision and performance management of Call Center staff. The Supervisor works collaboratively with Operations Management, Training, and Quality Assurance to ensure employees meet contractual requirements related to timeliness, accuracy, productivity, and customer service.

The Call Center Supervisor is also responsible for identifying and implementing innovative strategies that support continuous operational improvement and result in increased staff productivity, accuracy, efficiency, and overall performance.

Primary Duties and Responsibilities

Staff Supervision & Oversight

Maintain accountability for ensuring unit performance meets the service level requirements and contractual obligations established.

Monitor staff performance on a daily basis to ensure all contract requirements, company policies, and performance standards are met.

Monitor staff conduct and address performance or behavioral concerns in accordance with company policies and procedures.

Establish, maintain, and monitor appropriate performance metrics to measure employee productivity, accuracy, quality, and achievement of contract deliverables.

Evaluate employee progress toward individual performance objectives and identify opportunities for improvement.

Accurately prepare, update, and monitor daily and monthly reports related to unit activity and performance.

Analyze performance trends and make recommendations to the Operations Manager regarding staffing, workflow, and operational adjustments.

Serve as a resource for staff regarding questions, case reviews, escalations, and other matters requiring a higher level of knowledge or expertise.

Research and synthesize information related to government programs, social services, and business processes to assist staff in effectively performing their responsibilities.

Assist in the development and implementation of policies, procedures, and operational processes as needed.

Technical Excellence

Serve as a Call Center Subject Matter Expert (SME) and provide guidance to staff on processes, procedures, and complex issues.

Support staff with case reviews, escalations, questions, and other matters requiring advanced knowledge or expertise.

Complete assigned projects and tasks accurately and within established deadlines.

Proactively communicate with management when project deliverables or deadlines may not be met.

Maintain a high standard of quality, accuracy, and timeliness in all work and deliverables.

Leadership, Coaching & Team Building

Support staff development through ongoing coaching, consultation, feedback, and performance evaluations.

Conduct regular performance assessments and provide employees with clear expectations and measurable performance objectives.

Evaluate employee progress toward individual objectives and provide timely feedback regarding performance, including coaching and formal disciplinary action when appropriate.

Take initiative to identify and address performance deficiencies related to productivity, quality, attendance, conduct, and other areas of performance.

Work consistently with direct reports to promote professional development and prepare employees for advancement and increased responsibilities.

Foster a positive, collaborative, and accountable team environment that supports employee engagement and performance.

Customer Service & Communication

Facilitate the timely resolution of customer complaints, questions, and inquiries.

Communicate clearly, professionally, and effectively with both internal and external clients.

Ensure that customer needs are consistently addressed and that staff maintain high standards of customer service.

Monitor compliance with contractual requirements, including placing calls and completing required activities within specified timeframes.

Serve as a liaison with DSS and other business partners to identify and resolve operational issues, process barriers, and customer concerns.

Communicate process changes, expectations, and operational updates to staff in a clear and timely manner.

Administrative Support

Assist with recruitment, interviewing, onboarding, and training activities as needed.

Review and approve employee timesheets to ensure accurate and timely submission to Payroll.

Monitor and track employee attendance, quality assurance results, productivity, and other performance measures.

Maintain accurate employee and operational records.

Perform other duties and responsibilities as assigned.

Experience & Education

College degree or equivalent combination of education and relevant work experience.

Minimum of 3 years of call center experience in a supervisory or leadership role.

Strong customer service skills and demonstrated knowledge of call center processes and procedures.

Demonstrated experience in employee coaching, training, facilitation, and professional development.

Strong analytical, problem-solving, and interpretive skills.

Ability to work effectively in a team environment.

Demonstrated ability to meet or exceed established performance expectations and competencies.

Must be able to undergo and pass a background check and drug screen.

Required Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed