Job Location

Lifsey Building - Career Solutions

Job Summary:

The Call Center Supervisor oversees the daily operations of the Call Center team, ensuring that calls are answered promptly, courteously, and directed to the appropriate staff or department. This role includes supervising nine Call Center Representatives, monitoring performance, providing training and feedback, and maintaining a positive and professional environment.

The Call Center Supervisor will promote a positive work culture that celebrates our vision, mission, and core values of Teamwork, Respect, Uprightness, and Empowerment in every interaction with team members, donors, customers, management, and persons served.

Job Description

Essential Functions

• Supervises and supports Call Center Representatives, providing coaching, feedback, and performance evaluations.
• Oversees daily operations to ensure consistent coverage and efficient call handling.
• Develops and implements training for new hires and ongoing skill development for current staff.
• Monitors call volume, response times, and customer service quality to meet organizational standards.
• Maintains updated knowledge of organizational services, locations, and processes to ensure accurate call routing.
• Prepares reports on call activity, team performance, and recurring issues.
• Escalates complex issues or concerns to leadership as appropriate.
• Facilitates team meetings and provides regular updates on procedures and service standards.
• Ensures compliance with confidentiality standards and organizational policies.
• Other duties as assigned.

Minimum Qualifications

Required Skills

Education

• High school diploma or equivalent required.
• Associate’s degree preferred.

Experience

• Minimum of two (2) years of experience in a call center, customer service, or related information.
• At least one (1) year of experience in a lead or supervisory role preferred.

Knowledge / Skills

• Strong leadership and team management abilities.
• Excellent communication and customer service skills, both verbal and written.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficient with Microsoft Office (Outlook, Word, Excel).
• Familiarity with call center phone systems and reporting tools.
• Detail-oriented, dependable, and resourceful.
• Ability to handle sensitive information with discretion.
• Commitment to the organization’s mission and values.