Permanent Office Supervisor/Call Center Manager - up to $65k!

Beacon Hill Staffing Group, LLC; Philadelphia (Philadelphia County); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid leave and benefit offerings

Job summary

Beacon Hill Staffing Group, LLC is seeking an Office Supervisor in Philadelphia to oversee daily operations of in-person and remote contact centers and drive exceptional customer service. This role requires proactive leadership, staff coaching, and effective workflow management.

The successful candidate will have 5+ years in call center/collections, strong integrity, and excellent communication skills. This is an onsite, full-time role with a salary up to $65,000 per year in a collaborative,

Qualifications

• Minimum 5 years of call center and/or collections experience.
• Proven leadership background with experience supervising, coaching, and delegating work.
• High level of integrity and strong sense of urgency.
• Excellent judgment, problem-solving skills, and attention to detail.
• Strong written and verbal communication skills; able to interact confidently at all levels.
• Highly organized and comfortable working under pressure.
• Ability to maintain confidentiality and exercise discretion.
• Bilingual candidates preferred.
• Availability Monday-Friday, 8:30 AM-5:00 PM, with flexibility for additional hours as needed.

Responsibilities

• Oversees daily operations of both the in-person and remote contact centers to ensure exceptional customer service.
• Conducts comprehensive training for customer service representatives, including temporary and permanent staff.
• Develops and maintains a "Best Practices" plan to improve efficiency and standardize procedures.
• Monitors productivity through direct observation and performance data, providing daily feedback and coaching.
• Recommends assignments, promotions, and disciplinary actions based on performance evaluations.
• Analyzes volume trends in calls, foot traffic, and document processing to plan staffing and workflow needs.
• Identifies accounts that would benefit from outreach and prepares outbound call lists for representatives.
• Maintains accurate attendance, performance, and quality-control records.
• Tracks daily in-person foot traffic and adjusts staffing and coverage as needed.
• Creates and manages break and lunch schedules to maintain optimal service levels, with a goal of answering 90% of inbound calls.
• Ensures timely handling of mail, returned mail, payments, and other processed documents.
• Confirms all office and phone equipment is functioning properly and coordinates with IT when issues arise.
• Updates training materials and reviews policy changes with staff.
• Manages inventory and orders office supplies through approved vendors.

Skills

Leadership

Communication

Problem-solving

Attention to detail

Integrity

Organization

Confidentiality

Bilingual

Availability

Education

Bachelor's degree

Associate degree

Job description

Beacon Hill was founded to set a new standard in search, career placement and flexible staffing.

Our client, a multi-practice law firm in Philadelphia, is seeking an Office Supervisor to oversee daily operations of their in-person and remote contact centers. Their firm is dedicated to providing exemplary legal services with integrity, mutual respect, and strong commitment to community service. They foster a pleasant, rewarding workplace that supports professional growth and values teamwork. This full-time, onsite role is ideal for a proactive leader who excels in supervising staff, managing workflow, and optimizing operational efficiency.

About You

• Bachelor's or Associate degree preferred
• Minimum 5 years of call center and/or collections experience
• Proven leadership background with experience supervising, coaching, and delegating work
• High level of integrity and strong sense of urgency
• Excellent judgment, problem-solving skills, and attention to detail
• Strong written and verbal communication skills; able to interact confidently at all levels
• Highly organized and comfortable working under pressure
• Ability to maintain confidentiality and exercise discretion
• Bilingual candidates preferred
• Availability Monday-Friday, 8:30 AM-5:00 PM, with flexibility for additional hours as needed

About the Job

• Oversees daily operations of both the in-person and remote contact centers to ensure exceptional customer service.
• Conducts comprehensive training for customer service representatives, including temporary and permanent staff.
• Develops and maintains a \"Best Practices\" plan to improve efficiency and standardize procedures.
• Monitors productivity through direct observation and performance data, providing daily feedback and coaching.
• Recommends assignments, promotions, and disciplinary actions based on performance evaluations.
• Analyzes volume trends in calls, foot traffic, and document processing to plan staffing and workflow needs.
• Identifies accounts that would benefit from outreach and prepares outbound call lists for representatives.
• Maintains accurate attendance, performance, and quality-control records.
• Tracks daily in-person foot traffic and adjusts staffing and coverage as needed.
• Creates and manages break and lunch schedules to maintain optimal service levels, with a goal of answering 90% of inbound calls.
• Ensures timely handling of mail, returned mail, payments, and other processed documents.
• Confirms all office and phone equipment is functioning properly and coordinates with IT when issues arise.
• Updates training materials and reviews policy changes with staff.
• Manages inventory and orders office supplies through approved vendors.

This is a full-time, onsite position in Philadelphia, paying up to $65,000 a year.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Company Profile

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement. Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information

• medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility.
• Upon successfully being hired, details will be provided related to our benefit offerings.

Beacon Hill. Employing the Future (TM)