National Contact Center Lead: Coaching & CX Excellence

ITW; Oregon; Hybrid; USD 65,000 - 90,000; Full time

Job summary

ITW is seeking a National Contact Center Supervisor to lead a nationwide team of Customer Service Representatives. You will coach, develop, and manage performance while ensuring high-quality customer interactions and adherence to standards.

Responsibilities include coaching sessions, quality evaluations, onboarding, escalation handling, and coordinating remote staff across locations. The role requires strong leadership, communication, and a commitment to continuous improvement.

Qualifications

• Associate's degree required; Bachelor's degree preferred.
• Minimum 4–6 years of customer service or contact center experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience leading remote or geographically dispersed teams preferred.
• Experience coaching frontline CSRs in a high-volume contact center is strongly preferred.

Responsibilities

• Coach CSRs through regular one-on-one sessions focusing on performance and growth.
• Monitor call quality, customer experience scores, and drive improvements.
• Facilitate onboarding, cross-training, and ongoing skill development.
• Serve as escalation point for complex customer concerns and issues.
• Lead a remote team across multiple locations and shifts with clear performance expectations.
• Identify trends and drive process improvements in customer service operations.

Skills

Leadership

Coaching

Customer service

Performance management

Quality monitoring

Education

Associate's degree

Bachelor's degree

Tools

CRM

Telephony

Workforce management

Job description

ITW is seeking a National Contact Center Supervisor to lead a nationwide team of Customer Service Representatives. You will coach, develop, and manage performance while ensuring high-quality customer interactions and adherence to standards.

Responsibilities include coaching sessions, quality evaluations, onboarding, escalation handling, and coordinating remote staff across locations. The role requires strong leadership, communication, and a commitment to continuous improvement.