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Added 1 min ago
MGR, RETAIL III - UK HOSPITALITY STUDENT DINING - LEXINGTON
Compass Group
LEXINGTON, KY
…self-motivated individual for the role of a Retail Food Service Manager III as part of our UK - Hospitality team. In this role, you will advise the day-to-day operations and financial…
Added 1 min ago
MGR, RETAIL III - LSU - BATON ROUGE
Compass Group
Baton Rouge, LA
Chartwells Higher Education is seeking a self-motivated individual for the role of a Retail Food Service Manager III at LSU - Baton Rouge! In this role, you will advise the day-to-day…
Added 12 mins ago
Senior Construction Manager
IREN
Childress, TX
Job Type: Full-Time | Location: Childress, TX | Department: Construction | Reporting to: Associate Director, Construction | Work Location Type: #onsite
Added 15 mins ago
Assistant Store Manager - Famous Footwear
Famous Footwear
LEWISTON, ID
Ace Retail Operations & Support Staffing Levels: You’ll know retail operational fundamentals like the back of your hand and put in the work so the store runs like a tightly laced sneaker.…
Added 15 mins ago
FF
Part-Time Sales Associate - Famous Footwear
Famous Footwear
TUCSON, AZ
- Part-time
As a Famous Footwear Sales Associate, you are passionate about providing the best shoe store experience for every customer. You do this by creating a welcoming environment and in-store…
Added 27 mins ago
AS
Acquisition Logistics Manager Journeyman
Andromeda Systems Incorporated
Jacksonville, FL
- $28 to $47.5 USD / hour
…assist Physical Asset Owners, Fleet Managers, and Military Program Managers in gaining critical insights into their equipment’s performance, identifying system improvements, optimizing…
Added 2 hours ago
DH
Charge Nurse (Outpatient)
Denver Health
Denver, CO
- $38 to $59 USD / hour
…8am to 5pm. This position leads and supervises the day-to-day operations of a clinic, ensuring high-quality and patient-centered care while coordinating staff and resources, acting as the…
Added 2 hours ago
AB
General Manager - Optical
America's Best
Mechanicsville, VA
- $44,720 to $54,454.4 USD / year
The General Manager is responsible for the overall success, sales, and profitability of the store. This includes managing all aspects of operations - from financial performance and team…
Added 2 hours ago
Senior Dashboard Developer
CACI International
Ashburn, VA
CACI is seeking a Senior Dashboard Developer for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance…
Added 2 hours ago
Registered Nurse (Assistant Nurse Manager) - SCI/1U2
Veterans Affairs, Veterans Health Administration
Richmond, VA
Added 2 hours ago
B2B Lead Fulfillment Associate
ShipBob, Inc.
North Aurora, IL
…employee’s success in their career. This role reports to the Area Manager. The backup for this role is the Area Manager, Fulfillment…
Added 3 hours ago
Team Lead-109010
ESA Management, LLC
Bel Air, MD
The Team Lead ("TL") position assists the General Manager ("GM") in managing the hotel operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key…
Added 3 hours ago
FF
Part-Time Sales Lead - Famous Footwear
Famous Footwear
MESA, AZ
- Part-time
Ace Retail Operations: You’ll know the ins-and-outs of your store like the back of your hand and enjoy putting in the work so it runs like a tightly laced sneaker– from pricing to…
Added 3 hours ago
Restaurant Manager
Cracker Barrel Old Country Store, Inc.
Venice, FL
As a Restaurant Associate Manager, you’ll combine your passion for people and restaurant management skills to deliver excellent guest and employee experiences while driving business…
Added 4 hours ago
B
Retail Front End Supervisor - Full-Time
Burlington
Eau Claire, WI
- $16 to $18 USD / hour
- Full-time
…Management in the areas of Merchandising, Customer Service, Operations, and Human Resources. This leadership position is the stepping-stone to a management role within our expanding…
Added 4 hours ago
FRONT END/ASST DEPT LEADER
The Kroger Co.
Green Bay, WI
…that encourages our customers to return. Assist the department manager in reaching sales and profit goals established for the department, and monitor all established quality assurance…
Added 4 hours ago
NL
Business Office Associate - Manhattan, Central Billing Office
NYU Langone Health
New York, NY
- $43,656.26 to $66,150 USD / year
We have an exciting opportunity to join our team as a Business Office Associate - Manhattan, Central Billing Office.
Added 4 hours ago
VU
Associate Technical Product Analyst (Tech Management Team)
Visa USA Inc
Denver, CO
- $79,800 to $124,100 USD / year
We are looking for a motivated, energetic, and passionate Project Manager who excels with complex challenges and is a natural problem solver. As a Visa Project Manager, you will be an…
Added 4 hours ago
FF
Full-Time Sales Lead - Famous Footwear
Famous Footwear
BULLHEAD CITY, AZ
- Full-time
Ace Retail Operations: You’ll know the ins-and-outs of your store like the back of your hand and enjoy putting in the work so it runs like a tightly laced sneaker– from pricing to…
Added 5 hours ago
Assistant Nurse Manager - Patient Flow & Resource Pool
Veterans Affairs, Veterans Health Administration
Hines, IL
Added 5 hours ago
Manager Advanced Practice Providers
Ascension Health
Elk Grove Village, IL
Oversee daily operations of the Heart Failure Clinic, ensuring efficient workflows and timely patient access.
Added 5 hours ago
Merchandise Manager
Ulta Beauty, Inc.
Mebane, NC
The Merchandise Manager (MM) is responsible for leading through Ulta Beauty’s mission, vision, and values and contributing to a high-performing team that consistently delivers top-line…
Added 5 hours ago
UB
Operations Manager
Ulta Beauty, Inc.
San Jose, CA
- $28 to $35 USD / hour
The Operations Manager (OM) is responsible for leading through Ulta Beauty’s mission, vision, and values in order to develop a high-performing team that consistently delivers top-line sales…
Added 5 hours ago
FF
Part-Time Sales Associate - Famous Footwear
Famous Footwear
OCEANSIDE, CA
- Part-time
As a Famous Footwear Sales Associate, you are passionate about providing the best shoe store experience for every customer. You do this by creating a welcoming environment and in-store…
Added 5 hours ago
W
Pharmacy Customer Service Associate
Walgreens
FALMOUTH, MA
- $17.5 to $21.5 USD / hour
Processes (corrects and resubmits) manual claims for third party program prescription services in a timely and efficient manner, and performs other clerical duties, as assigned by the…

Koniag Government Services

Call Center Supervisor (Swing shift)

Nashville, TN, United States

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Job details

Education: High school diploma
Posting language: English
Posted: Sep 9, 2026

Original job description

Interested candidates are encouraged to apply as soon as possible.

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Swing Shift) to support the daily operations of our Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands-on experience in call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. They thrive in a structured, fast-paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This position is a swing shift: 12:30 p.m. to 11 p.m. (4 On/4 Off/10-hour shifts), including a 30-minute meal break.

We offer competitive compensation and an extraordinary benefits package. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.

The Call Center Supervisor will be responsible for the direct supervision of a team of Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment. Principal responsibilities will include but are not limited to:

Directly supervise a team of Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
Serve as the first-line escalation point for complex or sensitive support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
Conduct regular team huddles, briefings, and one-on-one coaching sessions to reinforce performance expectations, share updates, and support agent development.
Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
Review and evaluate agent interactions, including call recordings, ticket documentation, and chat logs, to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
Support workforce management activities including daily attendance monitoring, real-time schedule adherence tracking, and shift coverage coordination.
Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
Identify recurring performance issues, knowledge gaps, or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations Manager.
Maintain a positive, inclusive, and high-energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
Assist in the documentation and maintenance of call handling SOPs, knowledge base articles, and training materials.
Participate in team lead and supervisor meetings, contributing operational insights and feedback to support program-wide continuous improvement efforts.
Step in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as needed.

Education and Experience:

Required:

High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
3+ years of experience in a call center, help desk, or support environment.
1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.

Preferred:

Prior experience supervising call center or service desk teams in support of a federal government customer.
Experience working in a multi-shift call center environment with 24/7 or extended hours of operation.

Required Skills and Competencies:

Strong communication skills in English – both written and oral – with the ability to communicate clearly and professionally with government end users, call center agents, and program leadership.
Demonstrated leadership and team supervision skills, with the ability to motivate, coach, and hold a team of frontline agents accountable in a structured service environment.
Hands-on familiarity with IT service management principles and ITIL frameworks, including experience working within SLA-driven call center environments.
Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and case management systems.
Experience monitoring real-time call center performance dashboards and workforce management tools to ensure schedule adherence and queue management.
Strong problem-solving and decision-making skills, with the ability to assess and resolve escalated issues quickly and effectively under pressure.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
Experience conducting quality assurance reviews of agent interactions and delivering constructive, actionable feedback.
Ability to manage multiple priorities simultaneously and maintain composure in a high-volume, fast-paced call center environment.
Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:

Active government security clearance (Secret or higher) a plus.
Prior Military or law enforcement experience a plus
Experience supporting quality assurance (QA) programs or call monitoring initiatives within a call center environment.
Knowledge of workforce management tools and scheduling platforms used in a call center environment a plus
Experience contributing to the development of SOPs, knowledge base articles, or training materials for call center staff a plus

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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