Seasonal Operations Supervisor, High-Volume Call Center

Kgcco; Tampa (FL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

KGCCO in Tampa, FL seeks an Operations Supervisor for a high-volume call center during the Open Enrollment season. You will lead CSRs, coach staff, and ensure productivity, quality, and adherence to schedules.

Positions are seasonal (Sept–Jan) with training starting Sept 8, 2026 for external candidates or Sept 28, 2026 for internal candidates. On-site location near Hard Rock Casino, no remote work.

Qualifications

• Previous call center experience as a CSR is required.
• 6 months of supervisory or leadership experience is desired.
• Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years of customer service, leadership, and team interaction skills are required.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to exercise good judgment, make independent decisions, and proactively solve problems.
• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
• Basic math skills are required.
• Ability to maintain schedule flexibility to respond to business needs, with potential shift changes assigned if needed.
• Strong analytical and organizational skills.
• Bilingual (Spanish) language skills are highly desired.

Responsibilities

• Supervise, develop, and coach CSRs to meet productivity, quality, attendance, adherence, and timeliness goals.
• Listen to a minimum number of calls for each CSR and provide coaching feedback.
• Prepare and deliver performance appraisals for the team.
• Enforce call center and corporate policies and procedures.
• Participate in calibration sessions to stay current on quality changes.
• Assist in interview process and hiring recommendations.
• Take part in team duties as needed.

Skills

Call center experience

Supervisory leadership

English communication

Time management

Problem solving

Coaching

Microsoft Excel

Bilingual Spanish

Education

Bachelor’s degree or equivalent

Tools

Excel

Job description

KGCCO in Tampa, FL seeks an Operations Supervisor for a high-volume call center during the Open Enrollment season. You will lead CSRs, coach staff, and ensure productivity, quality, and adherence to schedules.

Positions are seasonal (Sept–Jan) with training starting Sept 8, 2026 for external candidates or Sept 28, 2026 for internal candidates. On-site location near Hard Rock Casino, no remote work.