Contact Center Team Supervisor

Summary / Position Purpose:

As a Contact Center Team Supervisor, you will be responsible for overseeing a team of contact center agents and coordinating the day-to-day operations in the Customer Service, Call Center Department. You will ensure that all team members are providing exceptional service, meeting performance goals, and adhering to company policies and procedures. The role requires strong leadership, problem-solving skills, and the ability to foster a positive team environment.

Essential Duties, Functions and/or Responsibilities:

• Supervise and manage the day-to-day operations of the contact center agent team.
• Monitor team performance, conduct regular one-on-one meetings with team members to discuss performance, ensuring that customer interactions are handled professionally.
• Monitor and evaluate team performance, including employee attendance and reporting on specified metrics.
• Communicate expectations, assignments, and responsibilities to team members to foster a positive and supportive work environment.
• Provide feedback and coaching and implement strategies to improve team performance and the ability to write and communicate annual performance appraisals.
• Serve as the first point of contact for customer escalations and complaints, ensuring timely resolution.
• Support ongoing training for new hires and conduct daily coaching sessions to enhance knowledge of the position expectations.
• Stay current on internal work processes, policies, and procedures.
• Indirectly responsible for product quality
• Additional tasks and duties as assigned.

Education and/or Work Experience Requirements:

• High School Diploma or GED required, Associates/Bachelor's degree in business administration, communications related field preferred but not required.
• 3+ years of experience in a customer service role, with at least 1 year in a supervisory or leadership position.
• Strong communication and interpersonal skills.
• Ability to manage and motivate a team in a fast-paced environment.
• Problem-solving skills and a customer-focused mindset.
• Familiarity with contact center environment and performance metrics.
• Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
• Ability to handle multiple tasks and prioritize effectively.
• Experience with customer relationship management (CRM) software a plus.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.