Night Call Center Supervisor (Govt)

Koniag Government Services; Nashville (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

FSAs

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag Government Services in Nashville, TN seeks a Call Center Supervisor (Night Shift) to lead a team of agents and ensure service delivery standards in support of government clients.

The role requires hands-on leadership, coaching, monitoring metrics, and collaboration with the Call Center Operations Manager. Night shifts are 8:30pm–7:00am, 4 on/4 off. Must be ready for security clearance and dedicated to customer service excellence.

Qualifications

• High school diploma or GED required; advanced degree preferred.
• 3+ years in call center/help desk/support.
• 1+ years in supervisory/lead role.
• Experience monitoring performance and SLA in a structured call center.

Responsibilities

• Directly supervise a team of Call Center agents with real-time coaching and feedback.
• Monitor daily call volumes, queues, and agent performance to maintain SLA.
• Serve as first-line escalation for complex issues and communicate with end users.
• Conduct team huddles, briefings, and one-on-one coaching sessions.
• Assist in onboarding and ongoing training for agents on ITSM tools and policies.
• Review agent interactions and provide constructive feedback.
• Prepare shift performance summaries and attendance and operational reports.
• Support workforce management: attendance, schedule adherence, shift coverage.
• Enforce federal regulations, agency policies, and security protocols at agent level.
• Identify gaps and propose solutions with Operations Manager.
• Maintain a positive, high-energy team environment and update SOPs.

Skills

Leadership

Customer Service

Communication

Coaching

ITIL

ServiceNow

Remedy

SLA Management

QA Knowledge

MS Office

Education

High School Diploma or GED

Associate or Bachelor's in IT/Business

Tools

ServiceNow

Remedy

Ticketing Systems

Job description

Koniag Government Services in Nashville, TN seeks a Call Center Supervisor (Night Shift) to lead a team of agents and ensure service delivery standards in support of government clients.

The role requires hands-on leadership, coaching, monitoring metrics, and collaboration with the Call Center Operations Manager. Night shifts are 8:30pm–7:00am, 4 on/4 off. Must be ready for security clearance and dedicated to customer service excellence.