contact center supervisor

DataPath, Inc.

Role SummaryThe Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.Key Responsibilities<ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul>Required Qualifications<ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul>Pay: $50,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Education:<ul><li>High school or equivalent (Preferred)</li></ul>Experience:<ul><li>call center supervisor: 3 years (Preferred)</li></ul>Work Location: Remote

Contact Center Supervisor

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

The Home Depot

<div>Position Purpose:
The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders. 
Key Responsibilities:<ul><li>
50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met</li><li>
20% Drives Engagement - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires</li><li>
15% Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership</li><li>
15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries</li></ul> 
Direct Manager/Direct Reports:<ul><li>
This position typically reports to Contact Center Manager</li><li>
This position has 6+ Direct Reports</li></ul> 
Travel Requirements:<ul><li>
No travel required.</li></ul> 
Physical Requirements:<ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul> 
Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul> 
Preferred Qualifications:<ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)</li><li>
1+ year of previous leadership experience</li></ul> 
Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul> 
Preferred Education:<ul><li>
No additional education</li></ul> 
Minimum Years of Work Experience:<ul><li>
1</li></ul> 
Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 
Minimum Leadership Experience:<ul><li>
None</li></ul> 
Preferred Leadership Experience:<ul><li>
None</li></ul> 
Certifications:<ul><li>
None</li></ul> 
Competencies:<ul><li>
Action Oriented</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Drives Results</li></ul></div>

HR Services Contact Center - Supervisor (Remote)

<div>
 Req176382
 
 
 
 Position Purpose
 
 
 
 The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
 </li>
 <li>
 20% Drives Engagement - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
 </li>
 <li>
 15% Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
 </li>
 <li>
 15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries
 
 
 </li>
 </ul>
 
 Direct Manager/Direct Reports
 
 
 
 <ul>
 <li>
 This position typically reports to Contact Center Manager
 </li>
 <li>
 This position has 6+ Direct Reports
 
 
 </li>
 </ul>
 
 Travel Requirements
 
 
 
 <ul>
 <li>
 No travel required.
 
 
 </li>
 </ul>
 
 Physical Requirements
 
 
 
 <ul>
 <li>
 Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
 
 
 </li>
 </ul>
 
 Working Conditions
 
 
 
 <ul>
 <li>
 Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 Must be eighteen years of age or older.
 </li>
 <li>
 Must be legally permitted to work in the United States.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite
 </li>
 <li>
 Working knowledge of Tableau
 </li>
 <li>
 Working knowledge of presentation software (e.g., Microsoft PowerPoint)
 </li>
 <li>
 Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
 </li>
 <li>
 1+ year of previous leadership experience
 
 
 </li>
 </ul>
 
 Minimum Education
 
 
 
 <ul>
 <li>
 The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
 
 
 </li>
 </ul>
 
 Preferred Education
 
 
 
 <ul>
 <li>
 No additional education
 
 
 </li>
 </ul>
 
 Minimum Years Of Work Experience
 
 
 
 <ul>
 <li>
 1
 
 
 </li>
 </ul>
 
 Preferred Years Of Work Experience
 
 
 
 <ul>
 <li>
 No additional years of experience
 
 
 </li>
 </ul>
 
 Minimum Leadership Experience
 
 
 
 <ul>
 <li>
 None
 
 
 </li>
 </ul>
 
 Preferred Leadership Experience
 
 
 
 <ul>
 <li>
 None
 
 
 </li>
 </ul>
 
 Certifications
 
 
 
 <ul>
 <li>
 None
 
 
 </li>
 </ul>
 
 Competencies
 
 
 
 <ul>
 <li>
 Action Oriented
 </li>
 <li>
 Collaborates
 </li>
 <li>
 Drives Engagement
 </li>
 <li>
 Communicates Effectively
 </li>
 <li>
 Customer Focus
 </li>
 <li>
 Drives Results
 </li>
 </ul>
</div>

Role SummaryThe BPO Operations Manager provides leadership and oversight for both the Contact Center and Client Operations teams. This role manages the Contact Center Supervisor and Client Operations Supervisor, ensuring alignment across service delivery, operational performance, compliance, and continuous improvement initiatives.Key Responsibilities<ul><li>Lead, coach, and support supervisors responsible for contact center and client operations.</li><li>Own overall operational performance including SLAs, quality, productivity, backlog management, participant and employer experience.</li><li>Establish and monitor KPIs, dashboards, and reporting to drive accountability and decision-making.</li><li>Partner with Product, Technology, Compliance, and Client teams to improve workflows, tools, and automation.</li><li>Ensure consistent application of policies, SOPs, training standards, and compliance requirements across teams.</li><li>Support workforce planning, hiring, onboarding, and capacity management in collaboration with HR.</li><li>Identify process improvement opportunities and lead operational initiatives to improve efficiency, accuracy, and scalability.</li></ul>Required Qualifications<ul><li>Bachelor&rsquo;s degree in business, healthcare administration, operations management, or a related field.</li><li>5+ years of operations leadership experience in a contact center, back office, or regulated services environment.</li><li>Proven experience managing supervisors or managers.</li><li>Strong analytical, organizational, and leadership skills.</li><li>Experience working with performance metrics, SLAs, and continuous improvement frameworks.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>Experience in benefits administration, healthcare services, financial services, or other regulated environments.</li><li>Working knowledge of HIPAA, IRS regulations, and benefit account administration.</li></ul>Pay: $75,000.00 - $95,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Retirement plan</li><li>Vision insurance</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Call center management: 5 years (Preferred)</li></ul>Work Location: Remote

Operations Manager (Contact Center & Client Operations)

<div>Position Purpose:
The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders. 
Key Responsibilities:<ul><li>
50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met</li><li>
20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires</li><li>
15% Drives Results - Maintains statistics for individual direct reports, analyzes</li><li>
department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership</li><li>
15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries</li></ul> 

Direct Manager/Direct Reports:<ul><li>
This position typically reports to Contact Center Manager</li><li>
This position has 6+ Direct Reports</li></ul> 

Travel Requirements:<ul><li>
No travel required.</li></ul> 

Physical Requirements:<ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul> 

Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul> 

Preferred Qualifications:<ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)</li><li>
1+ year of previous leadership experience</li></ul> 

Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul> 

Preferred Education:<ul><li>
No additional education</li></ul> 

Minimum Years of Work Experience:<ul><li>
1</li></ul> 

Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 

Minimum Leadership Experience:<ul><li>
None</li></ul> 

Preferred Leadership Experience:<ul><li>
None</li></ul> 

Certifications:<ul><li>
None</li></ul> 

Competencies:<ul><li>
Action Oriented</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Drives Results</li></ul></div>

Inside Sales Support Supervisor - South Florida

Texas Children's Hospital

<div>We are searching for a Supervisor Contact Center &ndash; someone who works well in a fast-paced setting. In this position, you will be responsible for providing day-to-day direction and oversight to the assigned contact center team and serving as a resource for all contact center staff on highly complex issues and problem resolution. This position serves as a role model through providing high quality customer service in accordance with established organization and department regulations, policies and procedures.
Think you&rsquo;ve got what it takes?
Job Duties &amp; Responsibilities
<ul><li>Manages the deployment of people and resources to ensure the teams are manned at all appropriate times and customers receive prompt attention
</li><li>Coaches and develops team members to required standards
</li><li>Implements quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
</li><li>Provides excellent customer service to internal and external customers
</li><li>Provides Management support and supervision of daily operations
</li></ul>Skills &amp; Requirements
<ul><li>High School Diploma or GED required
</li><li>3 years of experience in customer service including related hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking and hotel customer service
</li><li>An Associate&rsquo;s or Bachelor&rsquo;s Degree may substitute for the experience requirement</li></ul></div>

Supervisor, Patient Contact Center

Search 10000+ Contact center supervisor jobs near you this April. New roles added regularly across leading industries. Apply today.

10000 contact center supervisor jobs Near Me

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HR Services Contact Center - Supervisor (Remote)

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Inside Sales Support Supervisor - South Florida

Supervisor, Patient Contact Center