Contact Center Supervisor: Lead, Coach & Optimize

Morris-Jenkins; Charlotte (NC); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Paid time off

8 paid holidays

Two shifts: 10AM-7PM and 3PM-12AM with

Office-based role in Charlotte

Opportunities for advancement

Job summary

Morris-Jenkins, located in Charlotte, NC, is seeking a Contact Center Supervisor to lead and coach a team of agents, driving performance and customer satisfaction. You’ll review staff performance, implement improvements, and collaborate across departments to ensure smooth operations.

Evening E-Support support is part of the role, with opportunities to grow within the company. The role requires 3+ years of supervisory experience, strong leadership and communication skills, and proficiency with

Qualifications

• 3+ years of supervisory/management experience
• Demonstrated leadership—developing and motivating a team to achieve goals
• Proficiency with Windows-based PCs, keyboarding, internet, and automated systems
• Advanced proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Professional report writing and interoffice correspondence
• Strong organizational and time-management skills
• Outstanding customer orientation and interpersonal communication
• Ability to build rapport and diffuse difficult situations
• Alignment with company values (honesty, integrity, fairness, respect)
• English language fluency (written and spoken)
• High School diploma or GED equivalent

Responsibilities

• Review the performance of employees and set goals
• Improve company processes to better serve customers and employees
• Build and develop the team’s skills and talents
• Coordinate with other departments for support
• Communicate process changes and track results
• Support E-Support operations during evenings

Skills

Leadership

People management

Communication skills

Organizational skills

Customer orientation

English fluency

Education

High School diploma or GED

Tools

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Job description

Morris-Jenkins, located in Charlotte, NC, is seeking a Contact Center Supervisor to lead and coach a team of agents, driving performance and customer satisfaction. You’ll review staff performance, implement improvements, and collaborate across departments to ensure smooth operations.

Evening E-Support support is part of the role, with opportunities to grow within the company. The role requires 3+ years of supervisory experience, strong leadership and communication skills, and proficiency with