Call Center Supervisor & Team Coach (CMS Programs)

CTI Resource Management; Chester (VA); On-site; USD 50,000 - 65,000; Full time

Job summary

CTI Resource Management in Chester, Virginia seeks a Supervisor to lead customer service representatives, ensuring productivity and quality. This role involves coaching, performance management, and training delivery, while supporting call center operations.

A bachelor's degree or equivalent and 6 months of supervisory experience are required. The supervisor must communicate effectively and demonstrate strong time management and analytical skills. Work hours could vary, especially during peak periods.

Qualifications

• 6 months supervisor or leadership experience required.
• Minimum 2 years’ customer service experience required.
• Must communicate effectively in English, both verbally and in writing.
• Must pass a federal and local criminal background investigation.

Responsibilities

• Supervise, develop, and coach customer service representatives.
• Ensure productivity, attendance, and quality work completion.
• Participate in the interview process for hiring.
• Deliver training and employee performance appraisals.

Skills

Reading Comprehension

Critical Thinking

Active Listening

Speaking

Instructing

Troubleshooting

Time Management

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office

Excel

Job description

CTI Resource Management in Chester, Virginia seeks a Supervisor to lead customer service representatives, ensuring productivity and quality. This role involves coaching, performance management, and training delivery, while supporting call center operations.

A bachelor's degree or equivalent and 6 months of supervisory experience are required. The supervisor must communicate effectively and demonstrate strong time management and analytical skills. Work hours could vary, especially during peak periods.