Call Center Supervisor (Mornings)

Koniag Government Services; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag Government Services seeks a Call Center Supervisor to lead a team of IT Call Center agents, ensuring smooth operations and achievement of service delivery standards and customer satisfaction goals.

The ideal candidate has hands-on experience in IT call centers or service desks, a strong customer service orientation, and the ability to coach frontline staff to meet performance metrics.

Qualifications

• 3+ years in an IT call center, help desk, or technical support environment.
• 1+ years in a supervisory, team lead, or senior agent role within a call center or service desk.
• Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance.

Responsibilities

• Directly supervise a team of IT Call Center agents.
• Monitor daily call volumes, ticket queues, and agent performance metrics.
• Serve as the first-line escalation point for complex or sensitive IT support issues.

Skills

Team leadership

IT call center

Performance monitoring

Customer service

Escalation management

Education

Associate's or Bachelor's in IT / Business Admin

Job description

Role Overview

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met.

What You Will Do

Directly supervise a team of IT Call Center agents, monitor daily call volumes, ticket queues, and agent performance metrics, and serve as the first-line escalation point for complex or sensitive IT support issues.

Why It Might Be a Fit

The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff.

Requirements

• High school diploma or GED required
• Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
• 3+ years of experience in an IT call center, help desk, or technical support environment.
• 1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
• Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off