Call Center Supervisor
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Job Description
Call Center Supervisor managing customer service and technical support operations for Titan Technologies. Responsible for coaching team members and ensuring service levels are met.
Responsibilities:
- Supervise, coach, mentor, and motivate team members to develop the skills and competencies needed to achieve individual and team performance goals.
- Promote a positive, collaborative work environment that encourages accountability, engagement, and continuous improvement.
- Monitor agent performance, quality, productivity, attendance, and adherence to established standards by providing timely coaching, recognition, performance feedback, performance evaluations, and corrective action when appropriate.
- Support employee development by improving call handling techniques, customer service skills, and technical support troubleshooting while driving overall team performance.
- Communicate project updates, policy changes, and operational expectations to staff, ensuring understanding and compliance.
- Serve as a liaison between Titan leadership and customer stakeholders by providing timely and accurate operational updates, coordinating daily communications, managing customer and agent escalations, and supporting the successful delivery of program objectives.
- Partner with customer representatives and internal leadership to resolve operational challenges, communicate emerging trends, and identify opportunities to improve service delivery and customer satisfaction.
- Promote continuous process improvement by encouraging team participation in identifying efficiencies and implementing improvements.
- Collaborate with fellow supervisors and management to build consensus, share best practices, resolve challenges, and support department initiatives.
- Assist Human Resources and project leadership with recruiting activities, interviewing candidates, onboarding, employee documentation, performance management, and employee separation processes.
- Maintain attendance records, process employee documentation, assist with timesheet completion, and submit payroll information as required.
- Lead team meetings by preparing materials, facilitating discussions, and communicating meeting outcomes and follow-up actions.
- Demonstrate sound business judgment, analytical problem-solving, and effective verbal and written communication while managing multiple priorities independently.
- Support department projects, special assignments, schedule adjustments, and other operational needs as business requirements dictate.
Requirements:
- Current Titan Technologies Call Center/Help Desk Team Lead in good standing.
- Minimum of two (2) years of experience supporting the FLVS call center program.
- Demonstrated leadership, coaching, and employee development experience with a proven ability to manage performance and build high-performing teams.
- Demonstrated ability to troubleshoot common computer and telephone issues to assist agents and customers with resolving technical issues.
- Proficiency using call center applications, workforce management, Microsoft Office applications, and ticketing systems.
- Ability to work all assigned shifts and contract hours as needed: Call center operating hours are currently Monday-Friday 6:00 am – 8:00 pm CST, and Saturday-Sunday 8:00 am – 4:30 pm CST, including holidays as needed.
- Must have successfully cleared the FLVS Level 2 background screening and Titan drug screening requirements.
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