Supervisor, Contact Center MA (Hybrid Schedule)

Location: Westwood, Massachusetts, United States. Hybrid schedule requires at least three days in the office each week, including Tuesdays and Wednesdays; availability for up to five office days may be required. The role includes rotational schedules, second shifts, weekends, on-call coverage, and emergency restoration assignments.

Annual salary: $103,200–$114,670, plus potential incentive eligibility.

Company

hirify.global provides utility services and operates a 24/7 customer contact center supporting residential and business customers.

What you will do

• Lead approximately 15 residential or business Customer Service Representatives and foster teamwork, accountability, and high-quality service.
• Coach employees weekly, conduct side-by-side observations, provide performance feedback, and complete performance reviews.
• Handle complex escalated calls while following company and regulatory policies.
• Monitor call volumes, service quality, customer feedback, and key performance indicators.
• Analyze survey results, escalation trends, and root causes to improve customer satisfaction and first-contact resolution.
• Coordinate staffing and coverage with Workforce Management and participate in projects, on-call rotations, and emergency or storm restoration events.

Requirements

• Bachelor’s degree in Business or a related discipline, or equivalent work experience.
• At least five years of related customer service or contact center experience, including at least two years of supervisory responsibility.
• Familiarity with contact center technology and telephony equipment, including ACD, IVR, Workforce Management, and Quality Assurance tools.
• Experience with Social Customer Care platforms and the ability to calculate and analyze contact center metrics.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Advanced analytical, verbal, written, interpersonal, and negotiating skills, with flexibility to work rotational shifts, weekends, and additional hours as needed.

Nice to have

• Previous supervisor or leadership experience.
• Ability to speak multiple languages.

Culture & Benefits

• Hybrid work arrangement subject to role responsibilities, operational needs, team dynamics, and managerial discretion.
• Competitive total rewards program and potential incentive eligibility.
• Focus on customer service, employee development, teamwork, accountability, and continuous improvement.
• Equal opportunity employment environment.