Call Center Supervisor Onsite / Offsite

Handal's Auto Repair; Madison (WI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Handal's Auto Repair is seeking an experienced Call Center Supervisor to oversee daily call center operations and support customer service representatives. The role may be onsite, remote, or hybrid based on business needs.

You will monitor activities, coach staff, and ensure service levels while collaborating with other departments. The ideal candidate brings strong leadership, communication, and problem-solving skills, with experience in CRM and workforce management tools.

Qualifications

• Candidates should have prior call center supervisory or team-lead experience.
• Strong leadership, communication, and problem-solving abilities are required.
• Experience with CRM and workforce management tools is preferred.

Responsibilities

• Supervise, coach, and support call center representatives to achieve performance goals.
• Monitor daily activities, workflows, productivity, and service levels.
• Provide guidance for customer questions, concerns, and escalations.
• Review performance and conduct meetings and coaching sessions as needed.
• Assist with scheduling, workload assignments, and coverage.
• Track KPIs such as call volume, response times, CSAT, and resolution rates.
• Handle escalated issues and work toward timely resolutions.
• Suggest improvements to processes and procedures.

Skills

Leadership

Communication

Problem solving

Conflict resolution

CRM software

Workforce management

Reporting

Time management

Team motivation

Education

High school diploma or equivalent

Additional education preferred

Tools

CRM

Call center software

Workforce management

Office software

Job description

Job Overview

We are seeking an experienced and motivated Call Center Supervisor to oversee daily call center operations, support customer service representatives, and help ensure a high standard of customer service. The ideal candidate will be an effective leader with strong communication, problem-solving, and organizational skills. This position may be performed onsite, remotely, or in a hybrid capacity depending on business needs.

Responsibilities

• Supervise, coach, and support call center representatives to achieve performance and service goals.
• Monitor daily call center activities, workflows, productivity, and service levels.
• Provide guidance and assistance to employees handling customer questions, concerns, and escalations.
• Monitor calls and customer interactions to ensure quality and compliance with company standards.
• Conduct team meetings, coaching sessions, and performance reviews as needed.
• Assist with employee scheduling, workload assignments, and coverage.
• Track key performance indicators such as call volume, response times, customer satisfaction, and resolution rates.
• Handle escalated customer issues and work toward timely and appropriate resolutions.
• Identify operational challenges and recommend improvements to processes and procedures.
• Prepare and review performance reports and operational metrics.
• Communicate company policies, procedures, updates, and expectations to team members.
• Collaborate with management and other departments to resolve operational issues.
• Help train and onboard new call center employees.
• Maintain accurate records and protect confidential customer and company information.

Qualifications

• High school diploma or equivalent required; additional education is a plus.
• Previous call center, customer service, supervisory, or team-lead experience preferred.
• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable working with CRM, call center, workforce management, and office software.
• Ability to analyze performance metrics and prepare reports.
• Strong organizational and time-management skills.
• Ability to motivate employees and work effectively in a team environment.
• Ability to work independently when operating remotely.

Work Environment

Work Arrangement: Onsite / Offsite
This position may be available onsite, remotely, or in a hybrid capacity based on company requirements, operational needs, and candidate qualifications.