Call Center Supervisor: Lead, Coach & Service Excellence

Verida Inc

Washington (District of Columbia)

On-site

USD 65,000 - 90,000

Full time

3 days ago

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Job summary

Southeastrans is seeking a Call Center Supervisor for the DC area to lead a team of agents, hire and train staff, and ensure service excellence. You will coach representatives to resolve inquiries, monitor performance, and drive continuous improvement in quality and efficiency.

The role emphasizes scheduling, performance reviews, and collaboration with a manager to meet service goals in a high-volume environment.

Qualifications

Ability to work well with people.
Strong leadership skills.
Exceptional organization and time management skills.
Positive attitude, good judgment, and strong work ethic.
Knowledge of telephone call center technologies (e.g., ACD, CRM, NICE, IEX systems)
3 years of experience providing coaching and quality assurance monitoring for frontline agents.
3 years of experience in a leadership role in a call center environment overseeing staff performance, quality assurance, and daily operations.
Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).

Responsibilities

Supervises and leads Call Center staff in accordance with company policies and procedures while partnering with management to achieve operational goals, contractual compliance, and service excellence.
Responsible for hiring, training, coaching, and motivating Call Center representatives to deliver exceptional service, effectively resolve beneficiary inquiries and complaints, and consistently meet performance, quality, and customer satisfaction objectives.
Monitors team performance, provides ongoing feedback and development, and fosters a positive, high-performing work environment focused on continuous improvement and outstanding member support.
Ensures adherence to Call Center Policies and Procedures.
Ensure calls are handled efficiently, accurately, and in a timely manner.
Assists staff in resolving complaints or escalated calls.
Coach and mentor staff to achieve optimum performance levels.
Monitor personnel performance and participate in employee performance reviews.
Responsible for staff scheduling to include employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels to meet Grade of Service goals.
Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals.
Complete human resource paperwork.
Other duties as assigned.