Contact Center Supervisor

Superior Plus Propane; City of Rochester (NY); On-site; USD 59,000 - 74,000; Full time

Job summary

Superior Plus Propane in Rochester, NY is seeking a Contact Center Supervisor to lead a high-performing customer service team and ensure reliable, quality support during business hours.

You will coach CERs, monitor KPIs, and drive continuous improvement while managing attendance, disciplinary actions, and reporting. Familiarity with CRM systems and a high-volume environment is required.

Qualifications

• Bachelor's degree or 5 years experience in call center management.
• Experience in high-volume contact center environment.
• Experience with CRM technology.
• Knowledge of customer experience KPIs and metrics.

Responsibilities

• Lead and support a team of customer service representatives during business hours.
• Coach and develop CERs, monitor performance and provide feedback.
• Analyze call center metrics and drive continuous improvement.
• Manage attendance and administer disciplinary action when needed.
• Lead team meetings and set expectations for quality and service.
• Prepare reports and use data to optimize resources and efficiency.

Skills

Call center management

Coaching & development

Performance analysis

Customer service

Education

Bachelor's degree or equivalent experience

Tools

CRM software

Job description

The Contact Center Supervisor is responsible for leading and supporting a high-performing team of customer service representatives during business hours. This role ensures the delivery of reliable, efficient, and high-quality support to customers by implementing strategic objectives, analyzing call center metrics, and driving continuous improvement. The Supervisor will coach and develop team members to maintain consistent service standards, foster a positive and professional work environment, and manage performance through regular feedback, attendance oversight, and disciplinary action when necessary.

What you'll do:

• Implement objectives, analyze call center metrics, and ensure that the company and staff meet goals and provide reliable, efficient support for customers
• Manage a team of Customer Experience Representatives (CERs), providing development coaching, support and performance evaluation. Develop, coach, support and continually evaluate the team's performance, coaching customer service skills for quality assurance
• Foster and mentor a consistent positive, cooperative, courteous, and professional attitude
• Manage attendance.
• Administer disciplinary action, as necessary.
• Recognize and reward excellent team performance.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures, and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer.
• Performs other related duties as assigned.

What you bring:

• Bachelor's degree or 5 years experience in call center management required.
• Experience in high-volume contact center environment
• Experience with CRM technology
• Knowledge of customer experience key performance indicators and metrics for success
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected annual salary range for this role is $59,000- $74,000 a year.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.