Remote Call Center Supervisor: Lead & Develop Winning Team

NTI; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

NTI is seeking a Call Center Supervisor to oversee a team of remote/inbound service staff, ensuring attainment of KPIs and adherence to policies. The role blends on-site and virtual supervision, with emphasis on coaching, performance management and process improvement.

The position requires 3–5 years of supervisory experience, strong communication, and the ability to handle escalations in a fast-paced environment. A federal background check is required.

Qualifications

• 3–5 years supervisory experience.
• Ability to manage 15–17 non-exempt reports.
• Proven ability to mentor and lead teams.
• Excellent verbal and written skills.
• Must pass a Federal Background check.

Responsibilities

• Supervise remote or on-site inbound service center team and drive KPIs.
• Provide guidance, training and coaching to achieve productivity and quality goals.
• Utilize reports and statistics to meet team and company targets.
• Foster a wellness culture and continuous improvement in processes and performance.
• Provide management with timely reporting using software such as I3, routing, workforce management, and call monitoring.
• Handle escalated calls and sensitive situations as needed.
• Develop development plans and manage performance via the Performance Management Model.

Skills

Team leadership

Mentoring

Coaching

Analytical thinker

Problem solving

Communication skills

Education

Bachelor's degree

Tools

I3

Skill-based routing

Workforce management

Call monitoring

Job description

NTI is seeking a Call Center Supervisor to oversee a team of remote/inbound service staff, ensuring attainment of KPIs and adherence to policies. The role blends on-site and virtual supervision, with emphasis on coaching, performance management and process improvement.

The position requires 3–5 years of supervisory experience, strong communication, and the ability to handle escalations in a fast-paced environment. A federal background check is required.