Customer Service Supervisor I
On-siteWichita, Kansas, United States
Wichita, Kansas, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Supervise and support a team of 15–25 front-line agents handling inbound calls, ensuring call quality from start to finish. Coach team members on customer service best practices, conduct regular performance reviews, and provide actionable feedback to drive productivity and customer satisfaction. Monitor KPIs, manage scheduling and workforce planning, and handle hiring, onboarding, and disciplinary actions. Collaborate with QA, Training, IT, and Recruiting while serving as a subject matter expert on client-specific processes. This full-time, on-site role requires local presence and adherence to corporate policies.
Required Qualifications
- Minimum of 3 years of call center experience or 1 year in a supervisory role
- Associate's degree or equivalent combination of education and experience
- Strong communication, leadership, and interpersonal skills
- Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
- Experience with call center tools and performance metrics (KPIs, SLAs)
- Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment
- Proven ability to coach and develop team members effectively
- 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
- Must be local and able to report to one of our physical contact center locations
- Must be able to sit/stand for long periods while using a computer and telephone headset
- Must be able to operate a computer and other office equipment, including a phone, copier, and printer
- Must be able to move or exert force up to forty (40) pounds
Desired Qualifications
- Experience in military, local, state, or federal government environments
- Degree from an accredited two- or four-year college or university
- Experience managing both remote and on-site teams
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be local and able to report to one of the physical contact center locations.
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