Contact Center Supervisor

Jobtailor; Chesapeake (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking a dynamic Contact Center Supervisor in Chesapeake, VA to lead a team of agents and ensure top-tier customer service. You will coach, evaluate performance, and align staffing with service levels while driving continuous improvement across the department.

The role emphasizes coaching, policy adherence, and leveraging QA metrics to meet key performance indicators. A strong background in customer service and technical support is preferred to balance workloads and resolve

Qualifications

• Associate's degree or post-high school technical education.
• 2–5 years recent supervisory experience.
• 1–2 years of customer service experience required.
• Excellent verbal and written communication skills and strong organizational skills required.
• Proven flexibility to meet call center challenges.
• Experience coaching and building cohesive teams.

Responsibilities

• Lead, coach, and motivate a team of contact center agents through ongoing feedback and development.
• Provide guidance to agents, ensuring adherence to policies and service standards.
• Conduct performance evaluations and support growth through coaching and counseling.
• Monitor schedules and attendance to maintain staffing and breaks.
• Review QA metrics and SLA to ensure exceptional customer experiences.
• Analyze team data and drive actions to meet KPIs.
• Oversee ACD to balance workloads and routing.
• Identify and resolve call-flow issues to minimize disruptions.
• Handle escalated customer concerns professionally.
• Foster a collaborative, high-performing environment focused on continuous improvement.

Skills

Team Leadership

Performance Management

Customer Service Experience

Communication Skills

Technical Support Experience

Education

Associate's Degree

Tools

ACD System

Job description

• Lead, coach, and motivate a team of contact center agents by providing ongoing communication, performance feedback, and professional development.
• Provide guidance and support to agents handling customer interactions, ensuring adherence to company policies, procedures, and service standards.
• Conduct performance evaluations, establish performance goals, and support employee growth through regular coaching and counseling.
• Monitor agent schedules and attendance to ensure adherence to assigned work hours and break schedules while maintaining adequate staffing levels.
• Review and evaluate quality assurance metrics, call handling performance, and service level objectives to ensure exceptional customer experiences.
• Analyze team performance data and implement appropriate actions to achieve departmental goals and key performance indicators.
• Monitor the Automatic Call Distribution (ACD) system to ensure efficient call routing and balanced workloads across contact center teams.
• Identify and resolve issues impacting call flow, minimizing disruptions and ensuring timely customer support.
• Handle escalated customer concerns with professionalism, sound judgment, and a commitment to delivering positive resolutions.
• Foster a collaborative, high-performing team environment focused on continuous improvement, accountability, and outstanding customer service.

Requirements

• An Associate's Degree is required or post-high school technical or specialized education, which may be obtained in the first two or three years of college technical school or business school
• 2–5 years recent supervisory experience
• 1–2 years of customer service experience required
• Excellent verbal and written communication skills and strong organizational skills required
• Proven flexibility to meet the ever-changing challenges of a call center
• Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams
• At least one year in Technical Support Rep I or II, or Systems Support Technician role preferred

Core Competencies

Demonstrates strong leadership and coaching abilities to develop and motivate contact center teams while ensuring adherence to service standards and performance metrics. Proficient in analyzing performance data and implementing strategies for continuous improvement in customer service delivery.

Highest-signal resume keywords

• Team Leadership
• Performance Management
• Customer Service Experience
• Communication Skills
• Technical Support Experience

ATS Optimization Keywords

Hard Skills

• Performance Evaluations
• Quality Assurance Metrics
• Call Handling Performance
• Automatic Call Distribution (ACD)
• Data Analysis
• Goal Setting
• Coaching
• Counseling

Soft Skills

• Interpersonal Skills
• Organizational Skills
• Motivational Skills
• Problem-Solving

Certifications & Qualifications

• Associate's Degree

Industry Keywords

• Contact Center
• Customer Interactions
• Service Standards
• Staffing Levels
• Continuous Improvement