Onsite Operations Supervisor: Customer Experience Coaching

GC Services Limited Partnership d/b/a InteLogix; Winston-Salem (NC); On-site; USD 40,000 - 43,000; Full time

Job summary

GC Services Limited Partnership d/b/a InteLogix is seeking a Supervisor to lead a team of Customer Service Representatives onsite in Winston-Salem, NC. The role focuses on coaching, performance management, and real-time support to ensure service excellence for clients.

Responsibilities include staffing, training, QA monitoring, and developing action plans to improve performance aligned with KPIs. Strong relationships with employees and clients, plus Excel proficiency, are essential.

Qualifications

• Must be 18 years of age or older.
• High School Diploma or equivalent required, bachelor's degree preferred.
• Strong communication and leadership abilities are essential.

Responsibilities

• Oversee daily CSR activities, staffing, training, performance management, and accountability.
• Maintain strong client relationships and ensure client needs are met with high quality.
• Conduct weekly one-on-one coaching with each CSR.
• Monitor calls and QA, with regular review of performance for each CSR.
• Use coaching tools to analyze performance trends and provide feedback.
• Enforce call center regulations and prioritize assignments to meet KPIs.
• Represent client needs to higher management and coordinate with teams.

Skills

Relationship building

Analytical thinking

Problem solving

Communication

Time management

Multitasking

Decision making

Coaching

Excel

Schedule flexibility

Ages 18+

Team leadership

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Excel

Job description

GC Services Limited Partnership d/b/a InteLogix is seeking a Supervisor to lead a team of Customer Service Representatives onsite in Winston-Salem, NC. The role focuses on coaching, performance management, and real-time support to ensure service excellence for clients.

Responsibilities include staffing, training, QA monitoring, and developing action plans to improve performance aligned with KPIs. Strong relationships with employees and clients, plus Excel proficiency, are essential.