Call Center Supervisor
On-siteLas Cruces, New Mexico, 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 and submit weekly payroll to ensure accuracy. Drive revenue and profitability growth by motivating the team to identify and maximize sales opportunities. Implement and audit quality assurance strategies to maintain service excellence and collaborate with departments such as QA, Training, IT, and Recruiting. Manage hiring, onboarding, coaching, and, when necessary, 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 in a management role
- Associate's degree or equivalent combination of education and experience
- Strong interpersonal and communication skills
- Proven supervisory experience with a focus on staff development
- Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
- Demonstrated ability to drive performance and meet sales goals
- Familiarity with call center tools and technologies for KPI and SLA management
- Effective conflict resolution skills for both customer and employee issues
- Strong organizational, time management, and multitasking abilities
- Ability to adapt and thrive in a fast-paced, high-pressure environment
- Clear and practical written and verbal communication skills
- A proactive, solution-oriented mindset with a drive for continuous improvement
- Ability to independently prioritize tasks and implement effective solutions
- Strong accountability and performance management capabilities
- 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
- The ideal candidate would share and understand the high-growth objectives of the company
- This position requires an advanced degree of leadership, creative thinking, and dedication to people
- The ability to professionally represent the organization internally and client-facing
- The right candidate will exhibit good business judgment and acumen
- be comfortable collaborating with other departments and locations throughout the organization
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