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

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.