Impactful Contact Center Supervisor

D.H. Pace Company, Inc.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with employer match

HSA / FSA

Paid time off

Life insurance

Disability insurance

Employee discounts

Job summary

DH Pace Company, Inc. in Atlanta, GA is seeking a Contact Center Supervisor to lead a team of Customer Service Representatives and drive exceptional service. You will coach, guide, and motivate the team to meet performance goals while fostering a collaborative work environment.

Your leadership will shape agent development, quality assurance, and adherence to HR processes, with regular coaching and performance feedback to sustain top-tier customer experiences.

Qualifications

• 3+ years of customer service experience, with at least 1 year in a supervisory or leadership role within a contact center or similar environment.
• Strong understanding of contact center operations and performance metrics.
• Proven experience in coaching, mentoring, and developing team members.

Responsibilities

• Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations.
• Utilize performance data and regular observations to provide feedback and coaching to ensure CSRs are adhering to standards and delivering outstanding service.
• Ensure team members meet operational strategies and performance goals; communicate expectations clearly.
• Handle onboarding, scheduling, and performance management, including addressing behavioral issues and disciplinary actions.
• Manage and resolve customer escalations and complex issues to maintain customer experience and company standards.
• Ensure schedule adherence and proper staffing to maintain service levels.
• Identify barriers and inefficiencies; recommend improvements to optimize performance.
• Ensure all team activities comply with policies and safety standards; track metrics and report to management.
• Participate in new processes, platforms, and tools to improve efficiency; support special projects.

Skills

Customer service

Leadership

Coaching

CRM software

Call center operations

Performance metrics

Communication

Job description

DH Pace Company, Inc. in Atlanta, GA is seeking a Contact Center Supervisor to lead a team of Customer Service Representatives and drive exceptional service. You will coach, guide, and motivate the team to meet performance goals while fostering a collaborative work environment.

Your leadership will shape agent development, quality assurance, and adherence to HR processes, with regular coaching and performance feedback to sustain top-tier customer experiences.