Supervisor, Contact Center

Jobtailor; Coon Rapids (MN); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a seasoned leader to head the Contact Center Operations, delivering performance management, training development, and exceptional customer service. You will drive strategies to optimize call handling, coaching, and outcomes.

This role emphasizes monitoring center metrics, guiding hiring and training, documenting requirements, and driving staffing plans through data-driven insights. You will lead cross-functional teams on special projects and ensure high service quality.

Qualifications

• Associate's degree or vocational training with 2 years related experience, or 4 years overall.
• Willingness to enroll in Associate’s program within 6 months and complete degree within 4 years.
• Bachelor’s degree in business, marketing, finance, communications or related field preferred.
• Minimum 2 years of leadership experience (preferred).

Responsibilities

• Lead daily operations of the Contact Center, including call monitoring, training, hiring, and QA.
• Monitor call center performance using established tools and metrics.
• Develop training materials and quality measures; support reporting requirements.
• Identify staffing needs and estimate volume to drive costs and staffing.
• Coordinate internal and external team projects and special assignments.

Skills

Contact Center Operations Management

Performance Management

Customer Service Excellence

Training Development

Leadership Experience

Education

Associate's Degree or Vocational Training

Bachelor's degree (preferred)

Tools

Call Center Performance Tools

Job description

• Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance.
• Provides exceptional customer service and resolves complex escalations from all consumers.
• Monitors call center performance using identified tools.
• Identifies and documents key performance criteria using business requirements documentation and project plans.
• Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
• Recommends agent skill level, training requirements and other specialized needs.
• Estimates volume and work activities that drive cost and staffing requirements.
• Monitors queues.
• Internal and external team projects, committees and work groups.
• Special projects as assigned.

Requirements

• Associate's or Vocational degree and 2 years of related experience or 4 years of related experience
• Must commit to enroll in an Associate’s program within 6 months of hire and obtain an Associate’s degree within 4 years of hire
• Bachelor’s degree in business, marketing, finance, communications or related field (preferred)
• 2 years of leadership experience (preferred)

Core Competencies

Demonstrates strong leadership in managing Contact Center operations, focusing on performance management, training development, and exceptional customer service. Proficient in analyzing call center metrics and implementing strategies to enhance service quality and efficiency.

Highest-signal resume keywords

• Contact Center Operations Management
• Performance Management
• Customer Service Excellence
• Training Development
• Leadership Experience

ATS Optimization Keywords

Hard Skills

• Call Monitoring
• Quality Assurance
• Business Requirements Documentation
• Project Planning
• Performance Criteria Identification

Soft Skills

• Problem Solving
• Communication
• Team Collaboration

Certifications & Qualifications

• Associate's Degree Commitment

Industry Keywords

• Escalation Resolution
• Staffing Requirements
• Queue Monitoring
• Special Projects

Tools & Technologies

• Call Center Performance Tools