Supervisor

Randstad USA; East Hartford (CT); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Prescription coverage

Dental insurance

Vision care

AD&D

Life insurance

Short-term disability

401K plan

Job summary

Randstad USA in East Hartford, CT seeks a Call Center Supervisor to oversee daily operations, ensuring SLA compliance and coordinating with Operations, Training and QA for continuous improvement.

The role focuses on mentoring staff, coaching performance, and reporting on metrics to drive efficiency and accuracy in customer service. Monday–Friday schedule, on-site workplace with comprehensive benefits offered.

Qualifications

• 2 years of relevant experience in call center or customer service supervision.
• Experience level: Experienced.
• Associate degree or equivalent required.

Responsibilities

• Monitor daily staff performance to meet service standards and contract deliverables.
• Guide staff, handle escalations, and review complex cases as SME.
• Coach, mentor, and assess staff on productivity, quality, and attendance.
• Analyze metrics and report unit activity to support operational adjustments.
• Maintain policies and procedures; assist with recruitment and training.

Skills

Quality Assurance

Accuracy

Efficiency

Education

Associates

Job description

Position Objective

Reporting to the Site Operations Manager, the Call Center Supervisor oversees call center staff to ensure performance meets established service level agreements. This role collaborates with Operations, Training, and Quality Assurance to drive continuous operational improvements, increase staff productivity, and maintain high standards of accuracy and customer service.

Key Responsibilities

• Monitor daily staff performance to ensure all corporate service standards, metrics, and contract deliverables are met.
• Act as the Subject Matter Expert (SME) to guide staff, handle escalations, and resolve complex case reviews.
• Coach and mentor staff through regular performance appraisals, monthly assessments, and targeted feedback on productivity, quality, and attendance.
• Track and report on unit activity, analyzing daily and monthly metrics to recommend operational adjustments.
• Facilitate the timely resolution of customer complaints and collaborate with internal and external partners to identify and remove process barriers.
• Manage administrative tasks, including timesheet approval, attendance tracking, and assisting with recruitment and training.
• Develop and write operational policies and procedures as needed.

Additional Responsibilities

• Maintain accountability and responsibility for ensuring unit performance meets service level agreements specified in the contract.
• Monitor staff performance on a daily basis to ensure that all contract requirements and corporate standards are met.
• Track staff conduct to ensure it meets Business guidelines. Address behavior that and address
• Ensure appropriate reporting metrics are in place to measure and ensure contract deliverables and employee performance are meeting standards.
• Evaluate progress toward individual performance objectives.
• Accurately update and monitor daily/ monthly reports related to unit activity.
• Monitor performance and make recommendations to Operations Manager for operational adjustments

salary: $23.33 - $23.35 per hour

shift: First

work hours: 8 AM - 5 PM

education: Associate

Skills

• Quality Assurance
• accuracy
• efficiency

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits

• medical
• prescription
• dental
• vision
• AD&D
• life insurance offerings
• short-term disability
• 401K plan (all benefits are based on eligibility)

This posting is open for thirty (30) days.

Experience

• Experienced
• 2 years

Education

• Associates