Call Center Supervisor: Lead, Coach & Optimize Support

Emovis US, Inc.; Orlando (FL); On-site; USD 28,000 - 41,000; Full time

Job summary

Emovis US, Inc. in Orlando seeks a Call Center Supervisor to lead a front-line team across phone and digital channels in a fast-paced, hourly, full-time role.

You will manage daily floor operations, performance, coaching, and escalation handling to meet service level, quality, and productivity targets. You will collaborate with Workforce Management, Quality Assurance, and Training to drive improvements, coach agents, and support onboarding.

Qualifications

• Experience in call center or customer support with progression to senior agent or supervisor.
• Proven ability to lead, coach, and develop a team in fast-paced, metrics-driven environment.
• Strong customer service orientation with problem-solving and conflict-resolution skills.
• Solid understanding of call center metrics and KPIs (e.g., service level, AHT, FCR, CSAT, occupancy, adherence).
• Proficiency using call center software, CRM tools, and contact center platforms; ability to learn new systems quickly.
• Excellent verbal and written communication skills in English.
• Strong organizational and time management skills; ability to prioritize and manage multiple tasks simultaneously.
• Ability to make sound decisions under pressure and stay composed in high-volume situations.
• Experience with performance management, including setting expectations and delivering feedback.
• Flexibility to work full-time hourly schedule including evenings, weekends, and holidays.
• High school diploma or equivalent; certifications in customer service or leadership a plus.

Responsibilities

• Supervise and support a team of call center agents, providing daily direction, coaching, and performance feedback.
• Monitor call queues, service levels, and agent adherence to schedules, taking real-time actions to meet or exceed key metrics.
• Handle escalated customer inquiries and complaints, ensuring timely, accurate resolutions.
• Review performance reports and use insights to drive continuous improvement.
• Conduct regular one-on-one meetings, side-by-side coaching, and team huddles.
• Ensure team compliance with company policies, procedures, and regulatory requirements.
• Partner with Workforce Management to optimize staffing, scheduling, and break/lunch adherence for your team.
• Collaborate with Quality Assurance and Training teams to identify skill gaps and support ongoing training and development initiatives.
• Contribute to process and policy improvements that enhance efficiency and customer experience.
• Maintain clear, timely communication with management regarding trends, issues, and resource needs.
• Support onboarding and training of new agents, fostering a supportive team environment.
• Use call monitoring tools to evaluate performance and provide constructive feedback.
• Assist with reporting, documentation, and other administrative tasks for call center operations.

Skills

Team leadership

Coaching

Customer service

Metrics & KPIs

Communication

Decision making

Education

High school diploma or equivalent

Leadership certifications (preferred)

Tools

CRM tools

Call center software

Job description

Emovis US, Inc. in Orlando seeks a Call Center Supervisor to lead a front-line team across phone and digital channels in a fast-paced, hourly, full-time role.

You will manage daily floor operations, performance, coaching, and escalation handling to meet service level, quality, and productivity targets. You will collaborate with Workforce Management, Quality Assurance, and Training to drive improvements, coach agents, and support onboarding.