Night-Shift Call Center Supervisor (Gov't Ops)

Koniag Services, Inc.

Nashville, Northern (TN, KY)

Hybrid

USD 52,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. is seeking a Call Center Supervisor (Night Shift) in Nashville to lead a team of agents serving government end users. The role emphasizes coaching, performance management, and adherence to SLAs within a fast-paced, compliance-driven environment.

The ideal candidate will have 3+ years in call center leadership, strong ITSM experience, and the ability to obtain a government security clearance. Night shifts run 8:30pm–7:00am with 4-on/4-off/10-hr shifts.

Qualifications

High school diploma or GED required; Associate’s or Bachelor’s degree in IT, Business Administration, or related field preferred.
3+ years of experience in a call center, help desk, or support environment.
1+ years of experience in supervisory, team lead, or senior agent role within a call center or service desk environment.

Responsibilities

Directly supervise a team of Call Center agents, providing real-time guidance and performance feedback to ensure adherence to service standards.
Monitor daily call volumes, ticket queues, and agent performance metrics to maintain SLA compliance.
Serve as first-line escalation point for complex issues and communicate resolutions to end users and stakeholders.
Lead onboarding and ongoing training for agents on call handling procedures, ITSM tools, and policies.
Review agent interactions and provide constructive feedback to uphold quality standards.
Assist in shift performance summaries, attendance tracking, and operational reports.
Support workforce management activities including attendance, real-time schedule adherence, and shift coverage.
Ensure compliance with federal regulations, agency policies, and security protocols at the agent level.
Document and maintain SOPs, knowledge bases, and training materials.
Participate in team meetings and contribute to program-wide continuous improvement.
Step in to assist with call handling or ticket resolution during high volume or staffing shortages.