Contact Center Supervisor

Jobtailor; Coon Rapids (MN); On-site; USD 55,000 - 76,000; Full time

Job summary

Jobtailor in Minnesota is seeking a seasoned Care Center Supervisor to lead daily contact center operations, including monitoring calls, training staff, and ensuring quality assurance. The role involves resolving complex escalations and driving performance through coaching and development.

You will manage staffing, conduct performance reviews, and align SOPs with client expectations. The ideal candidate has 2 years of leadership experience, relevant degrees, and the ability to work 8-hour

Qualifications

• Associate's or Vocational degree and 2 years of related experience.
• Alternatively, 4 years of related experience, commitment to enroll in an Associate’s program within 6 months of hire, and obtain an Associate’s degree within 4 years of hire.
• Bachelor's degree in business, marketing, finance, communications or related field preferred.

Responsibilities

• Lead daily contact center operations including monitoring, training, hiring, and QA.
• Resolve escalated customer issues and monitor performance metrics.
• Coach and develop employees through feedback and performance reviews.

Skills

Contact Center Operations Management

Performance Management

Customer Service Excellence

Employee Development

Quality Assurance

Education

Associate's Degree

Vocational Degree

Bachelor's Degree

Job description

• Lead daily Contact Center operations, including call monitoring, training, hiring, performance management and quality assurance
• Provide exceptional customer service and resolve complex escalations from consumers
• Monitor call center performance, queues and program/service-line metrics using identified tools
• Identify and document performance criteria using business requirements documentation and project plans
• Facilitate knowledge gathering for training materials, quality measurements and specialized reporting
• Recommend agent skill levels, training requirements and specialized needs
• Estimate volume and work activities driving cost and staffing requirements
• Participate in internal and external team projects, committees, work groups and special projects
• Review agent service observations calibrated and audited for performance
• Coordinate with other supervisors to provide direction and client perspective
• Reinforce reference tools, SOPs, trained workflows, compliance and self-service tools
• Provide call coaching, employee development and performance management
• Lead daily huddles
• Hire, onboard, train and orient new employees and maintain competencies
• Maintain scheduling, approve time off and sign off timecards
• Conduct employee performance reviews
• Reinforce quality criteria for each program/service line
• Query systems for contact history, call recordings and workflows
• Review call metrics and contact handling for compliance
• Identify problem areas, recommend solutions and resolve escalated issues

Requirements

• Associate's or Vocational degree and 2 years of related experience
• Alternatively, 4 years of related experience, commitment to enroll in an Associate’s program within 6 months of hire, and obtain an Associate’s degree within 4 years of hire
• 2 years of leadership experience preferred
• Bachelor's degree in business, marketing, finance, communications or related field preferred
• Ability to work 8-hour day/evening shifts
• Ability to work occasional weekends
• Sedentary work; lifting up to 10 lbs. occasionally and negligible weight frequently
• Must meet employment eligibility verification requirements for work in the United States

Core Competencies

Demonstrates expertise in leading Contact Center operations, including performance management, training, and quality assurance. Proficient in customer service, problem resolution, and compliance with established standards.

Highest-signal resume keywords

• Contact Center Operations Management
• Performance Management
• Customer Service Excellence
• Employee Development
• Quality Assurance

ATS Optimization Keywords

Hard Skills

• Call Monitoring
• Performance Metrics Analysis
• Business Requirements Documentation
• Training Material Development
• Staffing Requirements Estimation
• SOP Compliance
• Call Coaching
• Employee Performance Reviews
• Query Systems for Contact History
• Escalation Resolution

Soft Skills

• Leadership
• Communication
• Problem-Solving
• Team Collaboration
• Training and Onboarding

Certifications & Qualifications

• Associate's Degree
• Vocational Degree

Industry Keywords

• Contact Center
• Quality Measurements
• Service Line Metrics
• Performance Criteria
• Client Perspective