Contact Center Supervisor – Customer Solutions Operations

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Lead and mentor a designated contact center team to ensure high-quality customer interactions and foster customer loyalty.

• Oversee work functions, including hiring, termination, performance evaluations, and the professional growth of team members.

• Recruit, onboard, train, and supervise customer service representatives.

• Organize and manage daily operations of the contact center to meet performance objectives.

• Monitor employee productivity, service standards, customer transactions, scheduling, and quality metrics.

• Train, mentor, develop, and evaluate the performance of direct reports.

• Maintain performance statistics, analyze departmental outcomes, resolve operational issues, and complete team reporting.

• Collaborate with contact center management to identify areas for operational enhancements and efficiency improvements.

• Address escalated customer concerns, provide support, and ensure prompt follow-up for customer satisfaction.

• Respond to front-line customer inquiries.

• Lead a team consisting of 6 or more direct reports.

⛳️ Requirements

• Must be at least eighteen years of age.

• Must have legal authorization to work in the United States.

• Proficient in Microsoft Office Suite.

• Familiar with Tableau.

• Knowledgeable in presentation software (e.g., Microsoft PowerPoint).

• Experienced with HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract).

• At least 1 year of previous leadership experience required.

• High school diploma and/or GED is mandatory.

• Minimum of 1 year of relevant work experience.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits package.

• Flexible work schedule options.