Operations Supervisor

Intelogix; Winston-Salem (NC); On-site; USD 40,000 - 43,000; Full time

Job summary

InteLogix is seeking an Operations Supervisor in Winston-Salem, NC to lead a team of Customer Service Representatives on site. You will coach staff, monitor performance, and sustain client satisfaction with hands-on management and data-driven improvement.

The role requires strong communication, analytical skills, and 3+ years in a contact center environment. Onsite work and close collaboration with clients are essential to success.

Qualifications

• Experience leading a team in a contact center.
• Strong analytical and problem-solving abilities.
• Excellent communication, both verbal and written.
• Proficiency with Excel and data analysis.

Responsibilities

• Oversee daily activities such as staffing, training, and performance management.
• Maintain client relationships and ensure high-quality service.
• Conduct weekly one-on-one coaching with CSRs.
• Perform call monitoring and QA reviews weekly.
• Use AI-based coaching tools to track performance trends.
• Enforce call center policies and prioritize assignments.
• Represent callers' needs to management.

Skills

Contact center management

Coaching & performance

Quality monitoring

Data analysis

Communication skills

Team leadership

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Excel

Job description

## Operations SupervisorApply: Winston-Salem, NC: Full time: Posted Today: JR101634**Compensation:** $39,520-$43,000 per year**Who we are:**InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.Supervisors at InteLogix play a key role in driving team performance, employee engagement, and client satisfaction within our contact center operations. This position is responsible for leading a team of Customer Service Representatives through effective coaching, performance management, and real-time support. Supervisors ensure service excellence by monitoring quality, developing action plans, and fostering a culture of accountability and continuous improvement while maintaining strong partnerships with both employees and clients.This position is 100% onsite in Winston-Salem.**Responsibilities*** As a supervisor, you will support operations in employee management. This includes overseeing & reporting daily activities, including staffing, training, performance management, and accountability.* Maintain strong client relationships by ensuring client needs are met promptly and with the highest quality. Your dedication to client satisfaction is vital in this role.* Coordinate meetings, focus groups and coaching to improve performance and assist with the development of strategies to increase overall productivity rates* Develop and execute action plans to address individual and team performance gaps, ensuring alignment with key performance indicators (KPIs) and client expectations* Conduct one-on-one coaching sessions with each assigned CSR at least once per week* Perform regular call monitoring in alignment with client requirements, supplementing formal Quality Assurance (QA) monitoring, with a minimum of one call review per CSR each week.* Maintain knowledge of all services tasks/programs, as well as systems and telecommunications capabilities* Effectively explain calling techniques and procedures to associates* Engage in real-time call listening to identify opportunities for immediate feedback and on-the-spot coaching* Utilize AI-based coaching tools, when applicable, to analyze performance trends, identify behavioral patterns, and enhance the effectiveness of coaching interactions.* Enforce call center regulations and policies* Prioritize assignments, following up to ensure task completion* Represent the needs and issues off callers to higher level of management**Qualifications*** Proven ability to build and develop strong relationships with employees, customers, and clients.* Strong analytical and problem-solving skills are essential, including the ability to analyze complex data sets, identify trends, and develop improvement opportunities.* Effective problem-solving skills, adaptability, and quick decision-making.* Demonstrated ability to work effectively under pressure and manage multiple priorities within a fast-paced environment.* Excellent decision-making skills with the ability to learn quickly and adapt to changing circumstances.* Strong verbal and written communication skills to effectively convey ideas and information.* Excellent time management and multitasking skills* Proficiency with Microsoft Excel* The supervisor will need schedule flexibility to cover business needs and support on call as required* Must be 18 years of age or older* High School Diploma or equivalent required, bachelor’s degree preferred* 3+ years of contact center experience