Call Center Supervisor (Nights)

Koniag Government Services; Nashville (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

FSAs

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag Government Services in Nashville, TN seeks a Call Center Supervisor (Night Shift) to lead a team of agents and ensure service delivery standards in support of government clients.

The role requires hands-on leadership, coaching, monitoring metrics, and collaboration with the Call Center Operations Manager. Night shifts are 8:30pm–7:00am, 4 on/4 off. Must be ready for security clearance and dedicated to customer service excellence.

Qualifications

• High school diploma or GED required; advanced degree preferred.
• 3+ years in call center/help desk/support.
• 1+ years in supervisory/lead role.
• Experience monitoring performance and SLA in a structured call center.

Responsibilities

• Directly supervise a team of Call Center agents with real-time coaching and feedback.
• Monitor daily call volumes, queues, and agent performance to maintain SLA.
• Serve as first-line escalation for complex issues and communicate with end users.
• Conduct team huddles, briefings, and one-on-one coaching sessions.
• Assist in onboarding and ongoing training for agents on ITSM tools and policies.
• Review agent interactions and provide constructive feedback.
• Prepare shift performance summaries and attendance and operational reports.
• Support workforce management: attendance, schedule adherence, shift coverage.
• Enforce federal regulations, agency policies, and security protocols at agent level.
• Identify gaps and propose solutions with Operations Manager.
• Maintain a positive, high-energy team environment and update SOPs.

Skills

Leadership

Customer Service

Communication

Coaching

ITIL

ServiceNow

Remedy

SLA Management

QA Knowledge

MS Office

Education

High School Diploma or GED

Associate or Bachelor's in IT/Business

Tools

ServiceNow

Remedy

Ticketing Systems

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Night Shift) to support the daily operations of our Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands‑on experience call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. They thrive in a structured, fast‑paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. The position is located in Nashville, Tennessee. Nights 8:30pm to 7:00am (4 On/4Off/10 hr shifts) to include a 30 min meal break.

Benefits

• medical, dental, and vision insurance
• 401(k) retirement plan
• paid time off
• paid parental leave
• life and disability insurance
• flexible spending accounts
• commuter benefits
• tuition reimbursement

Responsibilities

The Call Center Supervisor will be responsible for the direct supervision of a team of 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. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment. Principal responsibilities will include but are not limited to:

• Directly supervise a team of Call Center agents, providing real‑time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
• Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
• Serve as the first-line escalation point for complex or sensitive support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
• Conduct regular team huddles, briefings, and one‑on‑one coaching sessions to reinforce performance expectations, share updates, and support agent development.
• Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
• Review and evaluate agent interactions including call recordings, ticket documentation, and chat logs to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
• Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
• Support workforce management activities including daily attendance monitoring, real‑time schedule adherence tracking, and shift coverage coordination.
• Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
• Identify recurring performance issues, knowledge gaps, or process inefficiencies and expedite findings with recommended solutions to the Call Center Operations Manager.
• Maintain a positive, inclusive, and high‑energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
• Assist in the documentation and maintenance of call handling SOPs, knowledge base articles, and training materials.
• Participate in team lead and supervisor meetings, contributing operational insights and feedback to support program‑wide continuous improvement efforts.
• Step in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as needed.

Education and Experience

• 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 a call center, help desk, or 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.

Preferred

• Prior experience supervising call center or service desk teams in support of a federal government customer.
• Experience working in a multi‑shift call center environment with 24/7 or extended hours of operation.

Required Skills and Competencies

• Strong communication skills in English – both written and oral – with the ability to communicate clearly and professionally with government end users, call center agents, and program leadership.
• Demonstrated leadership and team supervision skills, with the ability to motivate, coach, and hold a team of frontline agents accountable in a structured service environment.
• Hands‑on familiarity with IT service management principles and ITIL frameworks, including experience working within SLA‑driven call center environments.
• Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and case management systems.
• Experience monitoring real‑time call center performance dashboards and workforce management tools to ensure schedule adherence and queue management.
• Strong problem‑solving and decision‑making skills, with the ability to assess and solve escalated issues quickly and effectively under pressure.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
• Experience conducting quality assurance reviews of agent interactions and delivering constructive, actionable feedback.
• Ability to manage multiple priorities simultaneously and maintain composure in a high‑volume, fast‑paced call center environment.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies

• Active government security clearance (Secret or higher) a plus.
• Prior Military or law enforcement experience a plus
• Experience supporting quality assurance (QA) programs or call monitoring initiatives within a call center environment.
• Knowledge of workforce management tools and scheduling platforms used in a call center environment a plus
• Experience contributing to the development of SOPs, knowledge base articles, or training materials for call center staff a plus

Equal Employment Opportunity Policy

The company is an equal opportunity employer.

The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.

We are committed to equal employment opportunity in all decisions related to employment , promotion, wages , benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants.

If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution‑oriented business partnerships and a commitment to exceptional service delivery. We ensure long‑term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352