Customer Service Supervisor I
On-siteLas Cruces, New Mexico, United States
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 maximize quality and production. Monitor KPIs to drive productivity, quality, and customer satisfaction while collaborating with internal teams including QA, Training, IT, and Recruiting. Manage scheduling, payroll submissions, and workforce planning, and serve as a subject matter expert on client-specific processes and expectations. This full-time, on-site role requires a local candidate to report to a physical contact center location.
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
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
- Candidates must be local and able to report to one of our physical contact center locations
- Must be authorized to work in the country where the job is based
- Subject to background and security investigation results
- Must be willing to submit to drug screening
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