Call Center Supervisor
On-siteWichita, Kansas, United States
Job Summary
Lead and manage a team of 15–25 entry-level customer service agents handling inbound calls, ensuring call quality from start to finish. Coach team members on service standards, processes, and best practices while monitoring performance metrics, KPIs, and productivity benchmarks. Oversee workforce management including scheduling and goal setting, and review weekly payroll to ensure accuracy. Drive revenue and profitability growth by motivating the team to identify and maximize sales opportunities. Collaborate with departments such as QA, Training, IT, and Recruiting to implement and audit quality assurance strategies. Manage hiring, onboarding, coaching, and terminations, serving as a subject matter expert on client-specific operations.
Required Qualifications
- Minimum of 3-years of total call center experience or 1-year of call center management experience
- Associate's degree or equivalent combination of education and relevant work experience
- Exceptional interpersonal & communication skills
- Strong supervisory experience including staff development
- Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Demonstrated ability to drive sales through the actions of others
- Superior knowledge of call center tools and technology used to manage KPIs and SLAs
- Possess practical conflict resolution skills (both customer and agent conflict)
- Proven leader with advanced time management, planning, organizational and multitasking skills
- Ability and eagerness to learn new products and system
- Ability to work in a professional, fast-paced environment
- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
- Clear, concise and practical communication skills (both oral and written)
- A solution-oriented and positive mindset that openly embraces change and stretches goals
- Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues
- An ability to hold team members accountable for job performance including adherence, KPI's, and process
- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Military, local, state or federal government experience is a plus
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience managing both remote and on-site reports is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a Level II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
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