Contact Center Supervisor

DMI (Digital Management, Inc.); Sharonville (OH); On-site; USD 158,825 - 166,110; Full time

Job summary

DMI (Digital Management, Inc.) is seeking a Contact Center Supervisor to lead a team of about 12 agents in Sharonville, OH. You will coach, monitor performance, manage attendance, and drive service levels to meet customer expectations.

You’ll conduct regular one-on-one meetings, evaluate performance, and collaborate with the Contact Center Manager on development and retention initiatives. The role requires strong leadership and a customer‑centered approach in a fast‑paced environment.

Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum 2–3 years in a Contact Center, Service Desk, Managed Services, or customer support environment.
• Minimum 1–2 years of leadership, supervisory, or team lead experience.
• Experience coaching employees and managing performance metrics.
• Experience in Managed Mobility Services or technical support environments preferred.

Responsibilities

• Lead and develop approximately 12 Contact Center Agents.
• Conduct regular one‑on‑one meetings focusing on performance and development.
• Complete evaluations and set measurable goals for individuals and the team.
• Oversee daily operations to ensure service levels, productivity, quality, and customer satisfaction.
• Monitor queues and balance workloads to maintain efficiency.
• Manage attendance and staffing coverage; support forecasting and planning.

Skills

Leadership

Coaching

Performance metrics

Team development

Attendance management

Staffing

Customer service orientation

Analytical skills

Communication

Education

High School Diploma

Associate or Bachelor’s degree preferred

Tools

Microsoft Office

Contact center reporting tools

Workforce management

Job description

Contact Center Supervisor

We are seeking a Contact Center Supervisor responsible for the day‑to‑day leadership, development, and performance of a team of Contact Center Agents. The role includes coaching, monitoring performance, driving employee engagement, managing attendance, and ensuring service level commitments are consistently achieved.

Duties and Responsibilities

• Lead, coach, mentor, and develop approximately 12 Contact Center Agents.
• Conduct regular one‑on‑one meetings focused on performance, attendance, development, and career growth.
• Complete performance evaluations and establish measurable individual and team goals.
• Foster a positive, collaborative, and customer‑focused work environment.
• Recognize employee achievements and address performance concerns timely and constructively.
• Partner with the Contact Center Manager on employee development, succession planning, and retention initiatives.
• Oversee daily Contact Center operations to ensure service levels, productivity, quality, and customer expectations are consistently achieved.
• Monitor phone, ticket, chat, and order queues; balance workloads and ensure operational efficiency.
• Ensure appropriate staffing coverage through schedule management and attendance oversight.
• Support workforce planning initiatives during periods of increased call and ticket volume.
• Serve as the primary escalation point for complex customer issues and operational concerns.
• Monitor and manage key performance indicators, including SLAs, AHT, QA, productivity, CSAT, and ticket completion.
• Identify performance trends and develop coaching or performance improvement plans as needed.
• Ensure consistent application of company policies, procedures, and performance expectations.
• Provide ongoing coaching, feedback, and career development to team members.
• Partner with the Contact Center Lead to support onboarding, training, and cross‑training.
• Promote a culture of continuous learning and operational excellence.
• Lead team meetings; communicate operational updates, departmental priorities, and organizational initiatives.
• Collaborate with the Contact Center Manager to identify process improvements and operational efficiencies.
• Partner cross‑functionally with Procurement, Quality Assurance, Training, Workforce Management, and Client Services to improve service delivery.
• Support implementation of new processes, procedures, technologies, and customer initiatives.
• Analyze operational reports and identify trends affecting team performance.
• Provide recommendations to improve customer experience, operational efficiency, and employee performance.
• Assist with forecasting workload, staffing requirements, and resource planning.
• Ensure accurate documentation of employee performance, coaching activities, and operational results.

Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum 2–3 years of experience in a Contact Center, Service Desk, Managed Services, or customer support environment.
• Minimum 1–2 years of leadership, supervisory, or team lead experience.
• Experience coaching employees and managing performance metrics.
• Experience in Managed Mobility Services or technical support environments preferred.
• Strong leadership, coaching, and employee development skills.
• Strong customer service orientation and ability to lead by example.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time‑management abilities.
• Ability to prioritize multiple competing priorities in a fast‑paced environment.
• Effective conflict resolution, decision‑making, and problem‑solving skills.
• Strong analytical skills with ability to interpret operational metrics and identify trends.
• Proficiency with Microsoft Office applications and contact center reporting tools.
• Experience with workforce management and performance reporting preferred.

Physical Requirements

• Work onsite at the designated office location.
• sit for extended periods.
• use a keyboard, mouse, and multiple computer monitors.
• work flexible schedules, including evenings, weekends, holidays, and overtime as business needs require.

Hours of Operation

• Tuesday through Saturday
• 11:00 AM to 8:00 PM
• Available to work holidays and weekends.

Citizenship Status Required

Must be a U.S. Citizen.

Location

Sharonville, OH

Minimum Salary Rate

$158,825.00

Median Salary Rate

$166,110.00

Additional Information

No Agencies Please.