Call Center Supervisor - Swing Shift Leader

Koniag Government Services; Nashville (TN); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services in Nashville, TN seeks a Call Center Supervisor to lead a government‑facing call center on a swing shift. You will coach frontline agents, monitor SLA adherence, and manage escalations to deliver outstanding support for government end users.

This energetic role requires hands‑on leadership, experience with ITSM tools such as ServiceNow or Remedy, and the ability to thrive in a fast‑paced, structured environment.

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 a call center, help desk, or support environment.
• 1+ years of supervisory, team lead, or senior agent experience in a call center or service desk.

Responsibilities

• Directly supervise a team of Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure adherence to service standards and call handling procedures.
• Monitor daily call volumes, ticket queues, and agent performance metrics, taking action to address deviations and maintain SLA compliance.
• Serve as first-line escalation point for complex issues, facilitating timely resolution and communication to end users and stakeholders.

Skills

Communication skills

Leadership & supervision

Customer service orientation

Coaching and development

Time management

Education

Associate/Bachelor's degree preferred in IT/Business

Tools

ServiceNow

Remedy

Ticketing systems

Microsoft Office

Job description

Koniag Government Services in Nashville, TN seeks a Call Center Supervisor to lead a government‑facing call center on a swing shift. You will coach frontline agents, monitor SLA adherence, and manage escalations to deliver outstanding support for government end users.

This energetic role requires hands‑on leadership, experience with ITSM tools such as ServiceNow or Remedy, and the ability to thrive in a fast‑paced, structured environment.