El Paso Call Center Leader — Real-Time Ops & Coaching

Elovate; El Paso, Northern (TX, KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Elovate in El Paso, TX is seeking a Call Center Supervisor to lead our centralized call center and client help desk, ensuring service levels and quality standards are met daily. The role reports to the VP, Operations and focuses on real-time performance management of Tier 1 and Tier 2 client support, coaching, and issue resolution.

You will supervise and coach staff, monitor queues and tickets, ensure adherence to procedures, and escalate complex issues as needed to improve customer experience

Qualifications

• 2-4 years of call center or customer support experience.
• Experience in a lead, senior associate, or supervisory role preferred.
• Strong knowledge of call center metrics, SLAs, and quality standards.

Responsibilities

• Supervise day-to-day Call Center and Help Desk activities to ensure high-quality service.
• Monitor queues, call volumes, and ticket flow to meet SLAs.
• Coach and provide daily guidance to associates; conduct quality feedback sessions.
• Onboard and train new hires; escalate performance issues to HR as needed.
• Oversee Tier 1/2 support intake, triage, and escalation procedures.
• Contribute to performance reports and operational updates for management.

Skills

Coaching leadership

Call center metrics

SLAs & quality

Communication skills

Tools

CRM / ticketing systems

Microsoft Office

Job description

Elovate in El Paso, TX is seeking a Call Center Supervisor to lead our centralized call center and client help desk, ensuring service levels and quality standards are met daily. The role reports to the VP, Operations and focuses on real-time performance management of Tier 1 and Tier 2 client support, coaching, and issue resolution.

You will supervise and coach staff, monitor queues and tickets, ensure adherence to procedures, and escalate complex issues as needed to improve customer experience