Call Center Supervisor (Swing shift)

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 is seeking an energetic Call Center Supervisor to lead a team of IT Call Center agents and ensure service delivery standards are met. You will work with the Call Center Operations Manager to implement directives, address performance issues, and foster a productive team environment.

The ideal candidate has hands-on experience in IT call center or service desk environments and a strong commitment to customer service excellence, with a proven ability to coach frontline

Qualifications

• 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.

Responsibilities

• Directly supervise a team of IT Call Center agents, provide real-time guidance, coaching, and performance feedback.
• Monitor daily call volumes, ticket queues, and agent performance metrics, taking action to address deviations and maintain SLA compliance.

Education

Associate's or Bachelor's degree in IT/related field

3+ years IT call center/help desk/technical support

1+ years supervisory/lead experience

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. 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.

What You Will Do

Directly supervise a team of IT Call Center agents, provide 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.

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
• More