call center supervisor

Heitech Services

<div>Description:

The Call Center Supervisor provides shift-level leadership and operational control for the NIH CIT Emergency Call Center. This role supervises staff, helps maintain 24/7/365 coverage, monitors service levels and quality, supports training and coaching, and ensures timely, accurate handling of no-fail emergency pages, general information calls, and supporting database/log activities.
Key Responsibilities<ul><li>
Provide day-to-day shift supervision and coordination of call center personnel.</li><li>
Monitor service levels, staffing, adherence, and workflow to maintain required coverage and performance metrics.</li><li>
Review and score call activity with Government leadership as part of the Quality Control Plan and coach staff based on observations.</li><li>
Support training, retraining, and just-in-time coaching for lead operators and operators.</li><li>
Oversee accurate completion of logs, schedules, reports, and database updates in the AVAYA/SPOK environment.</li><li>
Coordinate issue escalation, operational changes, and staffing adjustments with the Project Manager and Government stakeholders.</li><li>
Support continuity of operations during leave, absences, surges, and transition periods.</li></ul>
Requirements:

Education / Experience<ul><li>
High school diploma or equivalent required.</li><li>
Five (5) years of experience as a call center supervisor, preferably in the medical industry.</li></ul>
Skills<ul><li>
Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment.</li><li>
Ability to coach staff, monitor quality, and manage workloads across shifts.</li><li>
Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred.</li><li>
Strong communication, composure, and decision-making skills in urgent or no-fail situations.</li></ul>
Preferred Qualifications<ul><li>
Prior experience supporting NIH, HHS, hospitals, academic medical centers, or other emergency paging/switchboard environments.</li><li>
Experience with code-call workflows, service-level monitoring, and shift scheduling.</li><li>
Experience in bilingual support, TTY support, interpreter-service coordination, or similar public-facing service models is a plus.</li></ul>
Eligibility &amp; Compliance<ul><li>
Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.</li><li>
Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.</li><li>
Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.</li></ul>
Work Environment
Location: Bethesda, Maryland, on Government facilities
Schedule: Full-time, shift-based support for a 24/7/365 operation, including Government holidays.
Environment: Essential-services call center with no telework permitted; all shifts include a 45-minute meal period and one 15-minute break.
 HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact HR@HeiTechServices.com.</div>

Call Center Supervisor

Bailey Information Technology

Call Center Supervisor &ndash; Key Personnel (2 Positions) 
 
NIH CIT Emergency Call Center | Bethesda, MD 
 
Supervise teams supporting 24/7 emergency communications. 
 
Responsibilities: 
- Manage staff and performance 
- Handle escalations 
- Support training 
 
Requirements: 
- 5+ years supervisory experience 
- 24/7 operations experience 
 
Location: On-site Bethesda, MD 
Clearance: Tier 2 Public Trust 
Schedule: Shift-based

Atoske Holding Company

<div><div>General Summary
The Call Center Supervisor plays a vital role in ensuring efficient daily operations, exceptional customer service, and continuous team development within the call center. This position combines leadership, analytical thinking, and hands-on problem‑solving to help the call center meet performance goals while fostering a positive and productive work environment.
Principal Duties and Responsibilities<ul><li>
Work with employees to establish goals, action plans and timelines.</li><li>
Organize workflow and ensure that employees understand their duties.</li><li>
Be a model for direction and development for each employee.</li><li>
Support changes and add further clarification where necessary.</li><li>
Monitor employee productivity and provide constructive feedback and coaching.</li><li>
Maintain professional and technical knowledge by attending educational workshops when necessary.</li><li>
Be an advocate for the employee.</li></ul>
Qualifications<ul><li>
High School diploma or equivalent</li><li>
3+ years of experience in a customer support/contact center environment preferred</li><li>
Ability to multitask in a fast‑paced environment, manage schedules</li></ul> 
PRIVACY AND CONFIDENTIALITY ARE REQUIRED AND STRICTLY ENFORCED &ndash; APPLICANTS WILL BE REQUIRED TO SIGN A PRIVACY AND CONFIDENTIALITY STATEMENT. 
***ALL NEW HIRES ARE SUBJECT TO PRE-EMPLOYMENT DRUG SCREENING &amp; BACKGROUND CHECKS. APPLICANTS WITH POSITIVE DRUG SCREEN RESULTS AND/OR NEGATIVE BACKGROUND CHECKS WILL NOT BE CONSIDERED FOR EMPLOYMENT. APPLICANTS MUST MEET THE MINIMUM REQUIREMENTS TO APPLY FOR THE POSITION. 
Interested Candidates should submit a completed application and resume :
Plain Green, LLC
93 Mack Road; PO Box 270
Box Elder, MT 59521</div></div>

INflow Federal

<div>
 At INflow Federal, we&rsquo;re not just building infrastructure - we&rsquo;re shaping the future of national defense. We design, engineer and secure intelligent systems that empower mission success through the seamless integration of human insight and machine capability. With deep roots in Department of Defense (DoD) networks and a commitment to operational excellence, we deliver infrastructure that fuels advanced analytics, AI/ML, and data-driven decision-making at scale. Every project is an opportunity to tackle complexity head-on and build solutions that make a real-world impact. Join INflow and help lead the charge toward a smarter, more connected defense landscape.
 
 
 The mission of this program is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The mission of the program is to provide, coordinate, and manage information technology and to advance computational science. In this role, you will support a Call Center that receives and facilitates over 200,000 calls per year.
 
 
 The Call Center Supervisor will oversee the daily operations of a high-volume inbound call center and provide leadership to a team of call center operators. This role is responsible for ensuring efficient call handling, maintaining service quality standards, and supporting staffing strategies within a fast-paced operational environment.
 
 
 The Supervisor will serve as the first line of leadership for the call center team, ensuring operators are supported, trained, and equipped to provide high-quality customer service while maintaining operational performance standards.
 
 
 At INflow Federal, your work is more than a job - it&rsquo;s a journey in innovation. With opportunities to work on high-impact projects, access to the latest technologies, and a culture that thrives on creativity and collaboration, INflow is where your expertise can truly make a difference.
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Supervise and support a team of call center operators handling inbound calls
 </li>
 <li>
 Assist with staffing coordination and scheduling within a 24/7 call center environment
 </li>
 <li>
 Monitor call center performance and ensure service standards are maintained
 </li>
 <li>
 Provide coaching, mentoring, and performance feedback to team members
 </li>
 <li>
 Support process improvement initiatives and operational best practices
 </li>
 <li>
 Ensure accurate documentation and reporting of call center activities
 </li>
 <li>
 Communicate operational updates and issues to leadership
 </li>
 <li>
 Promote a collaborative team environment and support employee development
 </li>
 <li>
 Ensure operators follow established procedures, call scripts, and escalation protocols
 </li>
 <li>
 Experience working in a 24/7 call center environment
 </li>
 <li>
 Familiarity with enterprise call center platforms such as Avaya or SPOK
 </li>
 <li>
 Experience in healthcare or other high-volume customer support environments
 
 
 
 </li>
 </ul>
 
 
 Required Skills, Education And Clearance
 
 
 
 
 <ul>
 <li>
 8+ years of progressive customer service experience
 </li>
 <li>
 5+ years of experience in a supervisory or team lead role within a call center
 </li>
 <li>
 Experience supporting inbound call operations
 </li>
 <li>
 Strong leadership and team management skills
 </li>
 <li>
 Excellent communication and organizational abilities
 </li>
 <li>
 Bachelor&rsquo;s degree preferred - High school diploma or equivalent may be considered with relevant experience
 </li>
 <li>
 No clearance required to start - Must be able to obtain a Public Trust clearance
 
 
 
 </li>
 </ul>
 
 
 About INflow Federal
 
 
 
 
 Founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions in Network Modernization, Cybersecurity, and Data Modernization to support Joint Force operations across 20+ states. We&rsquo;re proud to serve customers like the U.S. Navy, Marine Corps, and other federal agencies.
 
 
 Our strength comes from our people&mdash;especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation.
 
 
 Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead&mdash;driving smarter, faster, and more secure outcomes.
 
 
 
 
 Citizenship Requirements
 
 
 
 
 <ul>
 <li>
 Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment
 
 
 
 </li>
 </ul>
 
 
 Other Notes
 
 
 
 
 <ul>
 <li>
 Some travel may be required: Must have valid driver&rsquo;s license and transportation. This is subject to change at the direction of the customer
 
 
 
 </li>
 </ul>
 Other:
 
 
 <ul>
 <li>
 Candidate must have the ability to lift up to 50 lbs
 
 
 
 </li>
 </ul>
 Must have willingness to perform duties not listed in the job description as required by INflow and our customer.
 
 
 
 Equal Opportunity Employer
 
 
 
 
 Diversity and Inclusion
 
 
 
 INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
 
 
 This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.
 
 
 
 
 Other Notes
 
 
 
 
 <ul>
 <li>
 Some travel may be required: Must have valid driver&rsquo;s license and transportation. This is subject to change at the direction of the customer
 </li>
 <li>
 If accommodation is needed with your application or the interview process for applicants with disabilities, please contact Human Resources at 703-594-8601
 
 
 
 </li>
 </ul>
 Other:
 
 
 <ul>
 <li>
 Candidate must have the ability to lift up to 50 lbs
 </li>
 <li>
 Must have willingness to perform duties not listed in the job description as required by INflow and our customer
 
 
 
 </li>
 </ul>
 
 Equal Opportunity Employer
 
 
 
 
 Diversity and Inclusion
 
 
 
 INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
 
 
 This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.
 
 
 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
</div>

Turning Point for God

Turning Point for God is the broadcast ministry of Dr. David Jeremiah and exists to deliver the unchanging Word of God to an ever-changing world. Using Dr. Jeremiah's teaching, we capture, curate, and communicate Bible Strong content through the power of media to share the Gospel with theological and creative excellence. Dr. Jeremiah is committed to teaching the entirety of God's Word to the world, and his teaching is delivered in multiple languages to approximately 3 billion people across the globe through Turning Point's various media channels. To accomplish this mission, more than two hundred staff across various disciplines are committed to sharing the Gospel and Bible Strong teaching through Turning Point. At Turning Point, you will be empowered and equipped to use your unique skills and abilities to glorify God and make an eternal impact while being part of a professional Christian community and relational work environment. Position Summary: The Call Center Supervisor will supervise between 6 and 12 direct reports (primarily Customer Service Representatives). Duties include, but are not limited to the following: Works closely with the Training Supervisor to ensure timely completion of new hire refresher training for all direct reports. Ensures proper phone coverage and CSR scheduling, as well as working with CSRs to coach them through phone monitoring, stats, and other tools to grow in their job and role. Is an active member of the Customer Service supervisory team, assisting with shared and backup duties, including daily department tasks. Responsibilities also include assisting the CS Supervisory team with monitoring workflow and department coverage. The position reports directly to the Customer Service Manager. Responsibilities: Coordinates with other Call Center Supervisors on mirrored duties. Advising and coaching direct reports through regular monthly meetings (more often if needed). Overseeing time off requests and timesheet approval for direct reports. Creating and overseeing CSR Monthly Projects, daily CSR schedule, and weekly CSR team meetings. Fielding supervisory questions/issues/calls/mail; addressing complaints and resolving problems. Providing support on questions/issues for all CS Staff. Work closely with the Training Supervisor to ensure proper training for team members. Providing review of monthly phone stats and monthly phone quality control. Overseeing Front Desk coverage and scheduling if necessary. Other projects as they arise. Assisting the CS Supervisory team with the creation and updating of task documentation. Assisting with interviews for employee candidates as needed. Assisting CS Part-Time Analysis review for the CS Supervisor team. Ensuring daily phone abandon rate remains below 4%. Assisting with end-of-day point of contact to ensure end-of-business-day closure. Core Competencies: Spiritual Leadership: Demonstrates a Christ-centered approach to work and relationships. Teamwork: Builds positive and supportive relationships within the ministry, including employees, partners, and the community. Integrity: Maintains a high standard of ethical and moral conduct. Qualifications and Experience: Bachelor's degree or equivalent work experience preferred. Extensive experience and successful results as a trainer. Must possess three or more years of work experience in a customer service environment. Excellent customer service skills Strong leadership &amp; communication skills Attention to detail Ability to type 50+ words per minute with 98% accuracy Familiar with Windows Office Suite Familiar with 10-key Strong work ethics Quick learner Flexible and works well with all levels of management, direct reports, and customers. Working for Turning Point &ndash; What to Expect: Turning Point for God is committed to creating a dynamic culture that reflects our traditional Christian values and supports our employees' God-given and unique abilities and skills. Our organization hires employees who share our Christian values and hold to beliefs that are not in conflict with Turning Point's Employee Statement of Faith. Other: Position is non-exempt, full-time at Turning Point location in Santee, CA. The expected wage for this position is $28.00 to $32.00 an hour/annually. The actual compensation offered will depend on a variety of factors, including qualifications, experience, skills, and location. In addition to base salary, we offer a comprehensive benefits package. Must be a like-minded believer and share our passion to deliver the unchanging Word of God to an ever-changing world Benefits: Generous medical, dental and vision insurance, with voluntary supplemental plans Health Savings Account (HSA) option Company-sponsored long-term disability insurance and short-term (outside of CA) Company-sponsored life Insurance 403(b) retirement savings plan with employer contribution Eleven paid holidays Accrued vacation and sick time Yearly paid time off This description reflects management's definition of essential functions for this position, although this list is not all-inclusive to what tasks may be assigned. Turning Point for God reserves the right to modify our job descriptions at any time. As part of our hiring process, candidates must demonstrate alignment with and support for our Statement of Faith. Agreement with this statement is a requirement for employment with Turning Point for God. Statement of Faith

Omni Tax Help

Omni Tax Help is seeking a high-energy, results-driven Outbound Call Center Supervisor to lead our frontline team of cold call openers. If you thrive in a high-volume environment and know how to optimize a dialer for maximum efficiency, we want to talk to you.As our Supervisor, you aren&rsquo;t just sitting in an office; you are on the floor, motivating your team, tweaking scripts, and ensuring our automated dialer systems are humming at peak performance.Key Responsibilities<ul><li>Daily Team Management: Oversee a dedicated team of cold call openers, ensuring high energy levels and consistent productivity from clock-in to clock-out.</li><li>Performance Coaching: Conduct real-time side-by-sides and &quot;whisper&quot; coaching to improve conversion rates and lead quality.</li><li>Dialer Administration: Manage campaigns, lead lists, and dispositions within an automated dialer system (e.g., Ytel, Five9, VICIdial, etc.) to maximize talk time and minimize idle periods.</li><li>KPI Tracking: Monitor daily metrics (dials, connect rates, transfers, and lead quality) and provide reports to senior management.</li><li>Compliance: Ensure all outbound activity aligns with TCPA regulations and company standards.</li><li>Culture Building: Foster a competitive yet supportive &quot;sales floor&quot; atmosphere where hitting targets is celebrated.</li></ul>What You Bring to the Table<ul><li>Dialer Expertise: Prior experience managing automated dialers. You understand pacing ratios, lead recycling, and how to troubleshoot basic connectivity issues.</li><li>Leadership Experience: At least 2 years in a supervisory role within an outbound, high-volume cold calling environment (Tax Debt or Financial Services experience is a major plus).</li><li>The &quot;Opener&quot; Mindset: You know what it takes to break the ice on a cold call and can teach others how to handle rejection with persistence and professionalism.</li><li>Analytical Skills: You can read dialer reports to identify when a lead list is cooling off and pivot strategy accordingly to maintain high transfer volume.</li></ul>Why Omni Tax Help?<ul><li>Competitive salary plus performance-based bonuses.</li><li>A fast-moving work environment where your impact is felt immediately.</li><li>Opportunity to grow within a leading firm in the tax relief industry.</li></ul>How to ApplyIf you are a dialer pro who knows how to lead a room, click Apply Now and attach your resume. Please include a brief note highlighting which automated dialer systems you have managed in the past.Pay: From $40,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Disability insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Experience:<ul><li>Outbound calling: 2 years (Required)</li></ul>Work Location: In person

Outbound Call Center Supervisor

Qualfon

<div>Overview:
<div>
Mission: As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div> 
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</div><div></div><div> 
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/</div>
Responsibilities:
<div>
Dimensions of Leadership:</div><div></div><div> 
1. Mentor: Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div> 
o Coaching and Development:</div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div> 
2. Manager: Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div> 
o Client and Internal KPIs:</div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div> 
3. Messenger: Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div> 
o Communication and Team Building:</div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor

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