Supervisor, Contact Center
On-site · Brandon, Florida, United States
Job Summary
Lead and develop a high-performing call center team (15–25 CSPs/Leads) by coaching, evaluating performance, and driving accountability. Monitor and improve customer interactions and operational metrics, review calls and reports to identify trends, resolve escalated issues and regulatory complaints, and participate in storm events and after-hours on-call rotations. Drive process improvements, collaborate with cross-functional teams, support hiring/onboarding, staffing coordination, and scheduling, and cultivate a data-driven, continuous-improvement culture to deliver exceptional customer experiences.
Required Qualifications
- Minimum of 6 years of call center experience, or customer service experience with significant call center exposure, demonstrating progressively increasing responsibility.
- Minimum of 2 years in a leadership role within a call center environment, or in a customer service setting with substantial call center experience.
- High School Diploma required; Bachelor’s preferred
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