Call Center Supervisor

Call Center Supervisor (DOT Program)

Job Summary

We are seeking an experienced and motivated Call Center Shift Supervisor to oversee the day-to-day operations of a customer contact center supporting DOT-related services. This role is responsible for leading a team of customer service representatives, monitoring performance, ensuring service standards are met, and assisting with inbound and outbound customer interactions as needed.

The ideal candidate is a strong communicator and team leader who can coach employees, manage escalated customer concerns, and help drive continuous improvement in a fast-paced call center environment.

Key Responsibilities

• Supervise and coordinate daily contact center operations to ensure performance goals and service standards are achieved.
• Provide leadership, coaching, and support to customer service representatives.
• Serve as a resource for team members by addressing questions and assisting with customer concerns.
• Monitor call volume, wait times, service levels, and other key performance indicators.
• Handle escalated customer issues and ensure timely resolution.
• Participate in inbound and outbound customer calls during peak periods or as operational needs require.
• Conduct call monitoring and quality evaluations to ensure compliance with company and client standards.
• Deliver constructive feedback, coaching, and performance improvement guidance.
• Assist with employee recruitment, interviewing, onboarding, and training.
• Conduct performance reviews and support employee development initiatives.
• Maintain daily, weekly, and monthly operational reports and performance metrics.
• Identify opportunities for process improvements and operational efficiencies.
• Collaborate with management to improve customer satisfaction and team performance.
• Resolve employee concerns and workplace conflicts when appropriate.
• Maintain confidentiality of sensitive customer and company information.
• Adapt to changing business needs and perform additional duties as assigned.

Leadership Responsibilities

• Lead, motivate, and develop a high-performing customer service team.
• Foster a positive, professional, and customer-focused work environment.
• Ensure employees understand and adhere to performance expectations, policies, and procedures.
• Promote teamwork, accountability, and continuous improvement.
• Model professionalism, emotional intelligence, and strong leadership practices.

Qualifications

• High School Diploma or GED required.
• Minimum one year of customer service and/or call center experience required.
• Previous supervisory, team lead, or management experience preferred.
• Strong leadership, coaching, and employee development skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Excellent problem-solving and decision-making abilities.
• Strong organizational and time-management skills.
• Ability to maintain professionalism when handling escalated situations.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to explain processes, procedures, and policies clearly to employees and customers.
• Ability to read, analyze, and interpret technical procedures and government regulations.
• Strong presentation and coaching abilities.
• Capable of communicating effectively with customers, clients, management, and team members.

Technical Skills

• Proficiency with Microsoft Office Suite and internet-based applications.
• Strong computer, keyboarding, and data entry skills.
• Ability to learn new systems, software, and technologies quickly.
• Experience monitoring call center metrics and generating reports preferred.

Physical Requirements

• Regular use of a telephone headset and computer equipment.
• Frequent typing and data entry.
• Ability to sit for extended periods while performing computer-based work.
• Occasional standing, walking, and lifting up to 10 pounds.
• Reasonable accommodations may be made for qualified individuals with disabilities.

Work Environment

• Primarily an in-office position with minimal travel required.
• Fast-paced contact center environment.
• Moderate noise levels associated with daily call center operations.
• Collaborative, team-oriented workplace.

Please visit www.Expresspros.com/syracuseny to apply or contact Derek at Express Employment Professionals at (315) 446-4900 for more information.

Express Employment Professionals is an Equal Opportunity Employer

Syracuse, NY 3457 309 Vine St Suite 2 Liverpool, NY 13088