On-Site Call Center Supervisor - SLA & Team Leadership

Randstad USA; East Hartford (CT); On-site; USD 37,000 - 43,000; Full time

Job summary

Randstad USA seeks an experienced Call Center Supervisor to lead on-site staff in East Hartford, CT. You will report to the Site Operations Manager and ensure SLA compliance for state healthcare programs. Experience with government or healthcare contracts is preferred.

Lead coaching, escalations, reporting, and SOP development with Operations, Training, and QA. This 3-month contract offers extension potential and full on-site duties at 77 Hartland Street.

Qualifications

• College degree or equivalent call center leadership experience required.

Responsibilities

• Supervise staff and monitor SLA compliance and attendance.
• Provide coaching, performance feedback and discipline as needed.
• Serve as SME for escalations and high-level caller issues.
• Maintain daily/monthly operational reports and metrics.
• Draft and refine SOPs to improve efficiency and accuracy.
• Liaise with government agencies and partners to resolve workflow barriers.
• Assist with recruitment, onboarding, and payroll-related approvals.

Skills

Staff supervision

Leadership

Coaching

SLA management

Analytical skills

Communication

CRM software

Education

College degree or equivalent

Tools

CRM systems

Enterprise software

PC tools

Job description

Randstad USA seeks an experienced Call Center Supervisor to lead on-site staff in East Hartford, CT. You will report to the Site Operations Manager and ensure SLA compliance for state healthcare programs. Experience with government or healthcare contracts is preferred.

Lead coaching, escalations, reporting, and SOP development with Operations, Training, and QA. This 3-month contract offers extension potential and full on-site duties at 77 Hartland Street.