Call Center Supervisor

Call Center Floor ManagerThis is not a sit-back leadership role. As our Call Center Floor Manager, you’ll be on the floor, in the action—coaching, developing, listening to live calls, and pushing a high-performing customer service team to deliver exceptional results with a focus on KPIs. If you thrive in a fast-paced, accountability-driven environment, this is your opportunity to make a measurable impact.What you’ll doLead, coach, and develop a growing team of Customer Service RepresentativesDrive daily performance on the floor—attendance, productivity, and qualityHandle escalated customer issues with urgency and professionalismMonitor KPIs (call volume, response time, resolution, customer satisfaction) and take immediate action to improve resultsIdentify process gaps and implement solutions that increase efficiency and service qualityPartner with leadership across departments to improve the overall customer experienceMaintain a strong, visible presence on the floor—this is a hands-on leadership roleWhat we’re looking for:5+ years of customer service leadership experience (call center environment strongly preferred)Proven ability to manage performance and hold teams accountableStrong decision-making and problem-solving skills under pressureExcellent communication and coaching abilitiesExperience with call center systems, reporting, and KPI managementBachelor’s degree preferred, not required for the right leader