Contact Center Supervisor: Lead, Coach & Elevate Service

DATAMARK, Inc.; El Paso, Northern (TX, KY); Hybrid; USD 41,000 - 50,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance (Basic, Voluntary)

Paid Time Off

Short Term & Long Term Disability

Training & Development

Wellness Resources

Job summary

DATAMARK, Inc. is seeking a Contact Center Supervisor to lead and coach a team of agents in our El Paso contact center. You will monitor performance, ensure service levels are met, and collaborate with other departments to drive customer satisfaction.

In this role you will implement process improvements, handle escalated issues, and foster a positive work environment while ensuring adherence to company policies and quality standards.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years experience in a contact center environment
• At least 1 year of supervisory or team lead experience
• Open availability
• Must pass a thorough background check
• Strong communication and interpersonal skills
• Excellent leadership and coaching abilities
• Familiarity with contact center metrics and performance indicators
• Ability to handle escalated customer issues calmly and professionally
• Proficient in Microsoft Office and contact center software

Responsibilities

• Supervise contact center agents and monitor performance to meet SLAs.
• Provide coaching and development to agents and team members.
• Handle escalated customer issues and collaborate with departments for resolution.
• Foster a positive, productive work environment.
• Contribute to continuous process improvements and operational excellence.

Skills

Communication skills

Interpersonal skills

Leadership

Coaching

Escalation handling

Problem solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Contact center software

Job description

DATAMARK, Inc. is seeking a Contact Center Supervisor to lead and coach a team of agents in our El Paso contact center. You will monitor performance, ensure service levels are met, and collaborate with other departments to drive customer satisfaction.

In this role you will implement process improvements, handle escalated issues, and foster a positive work environment while ensuring adherence to company policies and quality standards.