Contact Center Supervisor

Stargate Marketing Solutions and Services, Inc.; Illinois; On-site; USD 42,000 - 64,000; Full time

Job summary

Stargate Marketing Solutions and Services, Inc. in Illinois is seeking a Contact Center Supervisor to oversee daily operations and lead a team of customer service representatives to meet productivity, quality, and performance targets.

You will monitor agent performance, provide coaching and support, and resolve escalated concerns while analyzing operational data to drive improvements in efficiency and service quality. This role emphasizes leadership and a strong focus on customer satisfaction.

Responsibilities

• Oversee daily contact center operations and lead a team of customer service representatives to ensure productivity, service quality, and performance targets are met.
• Monitor agent performance, coach and support agents, and resolve escalated concerns to maintain high levels of customer satisfaction.
• Analyze operational data and implement improvements to keep the contact center running efficiently and effectively.

Job description

The Contact Center Supervisor oversees daily contact center operations and leads a team of customer service representatives to ensure productivity, service quality, and performance targets are consistently achieved. The role is responsible for monitoring team performance, coaching and supporting agents, resolving escalated concerns, analyzing operational data, and implementing improvements to maintain efficient and high-quality customer service.

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