Call Center Supervisor

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Job Title: Call Center Supervisor

About the Company:

Our client operates a call center focused on delivering consistent service performance.

Job Description:

The Call Center Supervisor is responsible for daily agent performance, schedule adherence, and real-time SLA protection. This role enforces productivity standards, ensures staffing coverage aligns with forecasted demand, and maintains a high-performing, engaged team environment. The Supervisor owns daily execution — monitoring interval performance, correcting schedule gaps, coaching agents, and protecting service levels in real time. This role reports to the Call Center Manager.

Responsibilities of the role:

• Monitor real-time performance dashboards.
• Hold agents accountable for utilization, QA scores, ACW control, and call handling standards.
• Conduct regular coaching sessions and implement performance improvement plans when needed.
• Monitor adherence in real time and address tardiness and call-outs immediately.
• Enforce break and lunch timing to protect coverage and maintain accurate attendance records.
• Monitor interval staffing against forecast and adjust breaks and lunches when SLA risk emerges.
• Communicate staffing gaps immediately and support queue management during volume spikes.
• Provide floor support for complex calls and assist agents with playbook clarification.
• Foster positive and accountable team culture, recognize high performers, and address burnout signals early.
• Support onboarding of new agents and reinforce training updates and playbook changes.
• Participate in weekly leadership meetings and track recurring operational issues.

Required Experience and Qualifications:

• Experience in a call center environment.
• Understanding of call center metrics such as utilization, QA, AHT, ACW, SLA, and adherence.
• Proven ability to manage and coach a team.

Preferred Skills:

• Experience with real-time performance monitoring tools.
• Familiarity with Workforce Management concepts.

Personality:

• Strong leadership qualities.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure.
• Proactive and results-oriented.
• Detail-oriented and organized.

Software & Tools:

• Experience with call center software and performance dashboards.

Schedule:

Full-time in ET.

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.
• Full-time remote opportunity.