Contact Center Supervisor
Job ID
2026-28834
Category
Helpdesk
Location
US-OH-Sharonville
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at
www.dminc.com
About the Opportunity
DMI, LLC is seeking a Contact Center Supervisor who
is responsible for
the day-to-day leadership, development, and performance of a team of Contact Center Agents. This role serves as the primary people leader for assigned employees while partnering closely with the Contact Center Manager to execute departmental
objectives
and achieve operational excellence.
The Supervisor
is responsible for
coaching employees,
monitoring
performance, driving employee engagement, managing attendance, and ensuring service level commitments are consistently achieved. Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center Supervisor serves as the bridge between frontline operations and strategic leadership by fostering accountability, continuous improvement, and a collaborative, customer-focused culture.
Duties and Responsibilities:
Supervise, coach, mentor, and develop approximately 12 Contact Center Agents.
Conduct regular one-on-one meetings focused on performance, attendance, development, and career growth.
Complete performance evaluations and establish measurable individual and team goals.
Foster a positive, collaborative, and customer-focused work environment.
Recognize employee achievements while addressing performance concerns in a timely and constructive manner.
Partner with the Contact Center Manager on employee development, succession planning, and retention initiatives.
Operational Management
Oversee daily Contact Center operations to ensure service levels, productivity, quality, and customer expectations are consistently achieved.
Monitor phone, ticket, chat, and order queues while partnering with the Contact Center Lead to balance workloads and ensure operational efficiency.
Ensure appropriate staffing coverage through schedule management and attendance oversight.
Support workforce planning initiatives during periods of increased call and ticket volume.
Serve as the primary escalation point for complex customer issues and operational concerns.
Performance Management
Monitor and manage key performance indicators, including:
Service Level Agreements (SLAs)
Average Handle Time (AHT)
Quality Assurance (QA)
Productivity
Customer Satisfaction (CSAT)
Ticket Completion
Attendance and Adherence
Identify performance trends and develop coaching or performance improvement plans as needed.
Ensure consistent application of company policies, procedures, and performance expectations.
Employee Development
Provide ongoing coaching, feedback, and career development to assigned team members.
Partner with the Contact Center Lead to support onboarding, training, cross-training, and knowledge sharing.
Identify skill gaps and development opportunities to improve individual and team performance.
Promote a culture of continuous learning and operational