CALL CENTER SUPERVISOR - HYBRID

About the Role:

The Call Center Supervisor - Hybrid plays a critical role in overseeing daily operations within a dynamic call center environment, ensuring exceptional customer service and operational efficiency. This position involves managing a team of call center agents, providing guidance, coaching, and performance feedback to meet and exceed service level agreements and key performance indicators. The supervisor will act as a liaison between management and frontline staff, facilitating communication and implementing process improvements to enhance customer satisfaction and agent productivity. Additionally, the role requires monitoring call quality, handling escalated customer issues, and supporting workforce management activities such as scheduling and attendance tracking. Ultimately, the Call Center Supervisor ensures that the hybrid work model operates smoothly, balancing remote and on-site team coordination to maintain high standards of service delivery across the United States.

Minimum Qualifications:

• Bachelor’s degree.
• Minimum of 2 years experience in a call center environment with at least 1 year in a supervisory or team lead role.
• Strong knowledge of call center operations, customer service principles, and performance metrics.
• Proficiency with call center software, CRM systems, and Microsoft Office Suite.
• Ability to work in a hybrid environment, balancing remote and on-site team management.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Experience managing hybrid or remote teams in a call center setting.
• Familiarity with workforce management tools and advanced reporting software.
• Certification in customer service management or leadership training.
• Bilingual skills or experience supporting diverse customer populations.

Responsibilities:

• Supervise and support a team of call center agents, providing daily coaching, training, and performance evaluations to drive continuous improvement.
• Monitor call metrics and quality assurance scores to ensure compliance with company standards and customer service excellence.
• Manage scheduling, attendance, and adherence to shift requirements within a hybrid work environment, coordinating both remote and on-site staff effectively.
• Handle escalated customer inquiries and complaints promptly, working to resolve issues while maintaining positive customer relationships.
• Collaborate with management to develop and implement process improvements, training programs, and motivational initiatives to enhance team performance.

Skills:

The Call Center Supervisor utilizes strong leadership and communication skills daily to motivate and guide their team toward achieving performance goals. Analytical skills are essential for interpreting call metrics and quality data to identify trends and areas for improvement. Proficiency in call center technology and CRM platforms enables efficient monitoring and management of customer interactions and agent activities. Problem-solving skills are critical when addressing escalated customer issues and operational challenges within the hybrid work model. Additionally, adaptability and organizational skills support effective coordination between remote and on-site staff, ensuring seamless service delivery and team cohesion.

TPIS is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans). We comply with all Federal, State and Local laws regarding nondiscrimination.