Contact Center Supervisor at Deep End Talent Strategies

Our client has a new role for a Contact Center Supervisor to coach, mentor, and guide early career agents for inbound and outbound customer support calls. The company is a startup, professional services firm investing in good leadership and team growth by creating this new role.

This full-time, remote position works 8 am to 5 pm EST. A hardwired ethernet connection is required at all times.

What You'll Do:

• Lead a team of approximately twenty agents, monitoring attendance and quality, and also providing guidance, support, and direction.
• Serve as a role model to provide a supportive and positive team culture with effective communication and collaboration.
• Provide constructive feedback on call handling, process adherence, and customer service quality.
• Set and monitor KPIs for the team, providing weekly status reports and adjusting in real-time.
• Coach performance challenges and address behavioral challenges timely, including disciplinary conversations with team members.
• Participate in the design of secret shopping activities to monitor quality and deliver feedback to agents.
• Create and train on processes that align with business operations and new product offerings.

What You'll Bring:

• 5+ years of call center/contact center experience
• 2+ years of supervisory experience
• Associate degree in communications, business administration, or related field or equivalent professional certificate required; Bachelor's degree preferred

What We Offer:

Full insurance package, retirement plan with company match, paid time off, professional development