DOT Call Center Shift Leader

Central Association for the Blind and Visually Impaired; City of Utica (NY); On-site; USD 26,000 - 34,000; Full time

Job summary

CABVI seeks a Shift Supervisor for the DOT to oversee call center operations and guide a team toward key performance goals in Utica, NY. The role includes handling inbound and outbound calls, coaching staff, and supporting accessibility-related service delivery.

The position requires a high school diploma or GED and at least one year in customer service or a call center; supervisory experience is preferred, with strong communication and leadership skills essential.

Qualifications

• High school diploma or GED required.
• At least 1 year in customer service or call center experience preferred.
• Experience supervising or leading staff is a plus.

Responsibilities

• Oversee day-to-day call center operations to meet performance goals.
• Assist with hiring, training, and development of call center staff.
• Coach and evaluate agents; monitor performance metrics and provide feedback.
• Handle inbound/outbound calls and manage queue to ensure high service quality.
• Maintain confidentiality and adhere to CABVI policies.

Skills

Supervisory experience

Call center

Training & coaching

Customer service

DOT processes

Education

High school diploma or GED

Tools

Microsoft Office

Job description

CABVI seeks a Shift Supervisor for the DOT to oversee call center operations and guide a team toward key performance goals in Utica, NY. The role includes handling inbound and outbound calls, coaching staff, and supporting accessibility-related service delivery.

The position requires a high school diploma or GED and at least one year in customer service or a call center; supervisory experience is preferred, with strong communication and leadership skills essential.