Remote Call Center Supervisor — Elevate Service & Coaching

Nation Safe Drivers; Boca Raton (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Nation Safe Drivers is seeking an experienced Call Center Operations Supervisor to lead our customer service team in a fast-paced environment. You will oversee daily operations, coach frontline employees, and drive performance across key service metrics.

The ideal candidate has 1+ year of supervisory experience in a call center, strong coaching ability, and a proven track record of resolving escalated issues with professionalism. The role supports a remote overnight shift from Boca Raton, FL.

Qualifications

• Minimum high school diploma; bachelor's degree preferred.
• Experience leading call center, contact center, or customer service operations.
• 1+ year of leadership as a Supervisor, Team Lead, or similar role.
• Experience coaching employees in a metrics-driven environment.
• Proven ability to resolve escalated customer issues with professionalism.

Responsibilities

• Lead daily call center operations, monitor real-time metrics, and ensure SLAs.
• Coach and develop frontline staff and team leads; conduct coaching sessions.
• Manage escalations and partner with leadership on trends and long-term solutions.
• Drive performance metrics: AHT, QA scores, productivity, CSAT.
• Support workforce management initiatives: staffing, scheduling, and adherence.
• Ensure quality and compliance with policies; drive process improvements.

Skills

Leadership

Coaching

Metrics analysis

Communication

Conflict resolution

Education

High school diploma

Bachelor's degree preferred

Tools

Five9

Verint

Job description

Nation Safe Drivers is seeking an experienced Call Center Operations Supervisor to lead our customer service team in a fast-paced environment. You will oversee daily operations, coach frontline employees, and drive performance across key service metrics.

The ideal candidate has 1+ year of supervisory experience in a call center, strong coaching ability, and a proven track record of resolving escalated issues with professionalism. The role supports a remote overnight shift from Boca Raton, FL.