Lead Call Center Supervisor — Remote/Hybrid

Paycom; Golden (CO); On-site; USD 76,000 - 88,000; Full time

Job summary

Colorado 811 is seeking a Call Center Supervisor to lead a 24/7 frontline team in Colorado. You will coach Agents and Team Leads, oversee inbound/outbound activity across phone, chat, and email, and drive performance against KPIs.

You will coordinate staffing, manage escalations, and ensure quality and compliance through QA processes. You will partner with HR for hiring decisions and support continuous improvement initiatives within the call center department.

Qualifications

• Minimum 5+ years of Call Center or Customer Service experience in a supervisory/lead role.
• Strong coaching, performance management, and mentoring skills.
• Experience with real-time operations, scheduling, and QA calibration.

Responsibilities

• Supervise inbound/outbound calls, chats, and emails; resolve issues per procedures.
• Coach Agents and Team Leads; conduct 1:1s and performance reviews.
• Coordinate staffing, shift notes, and coverage for 24/7 operations.
• Monitor KPIs (service level, ASA, CSAT, FCR) and drive improvement.
• Lead QA, ensure compliance and documentation; support escalations.
• Partner with HR on hiring, onboarding, and disciplinary actions.

Skills

Coaching

Leadership

Scheduling/WFM

Call Center tech

Customer service

Education

Associate or Bachelor's degree preferred

Tools

Five9

CRM tools

HubSpot

Smartsheet

Job description

Colorado 811 is seeking a Call Center Supervisor to lead a 24/7 frontline team in Colorado. You will coach Agents and Team Leads, oversee inbound/outbound activity across phone, chat, and email, and drive performance against KPIs.

You will coordinate staffing, manage escalations, and ensure quality and compliance through QA processes. You will partner with HR for hiring decisions and support continuous improvement initiatives within the call center department.