Contact Center Supervisor (Customer Support)

TL;DR

Contact Center Supervisor (Customer Support): Overseeing day-to-day contact center operations and leading a team of representatives with an accent on service level attainment and contract goals. Focus on driving continuous improvement for customer experience, coaching employees on performance, and managing operational budgets.

Location: Remote (Must be based in New Jersey, USA)

Salary: $46,000 - $65,000 Annual

Company

hirify.global is a healthcare logistics company specializing in non-emergency medical transportation and coordination.

What you will do

• Oversee daily operations and guide representatives to ensure service level and contract goals are met.
• Monitor contact center performance, operating efficiencies, and staff development.
• Identify and resolve complex customer issues and maintain communication with clients for satisfaction.
• Generate daily, weekly, and monthly performance reports for management and clients.
• Coach and mentor employees on performance gaps, career development, and HR processes.
• Manage assigned budgets, analyze variances, and initiate corrective actions to maximize performance.

Requirements

• Bachelor's Degree.
• 4+ years of experience in a high-volume phone contact center.
• Up to 1 year of leadership responsibility.
• Must be based in New Jersey, USA.
• Intermediate proficiency in Word, Excel, Outlook, and PowerPoint.
• Strong ability to analyze data and report on center performance.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision insurance.
• 401(k) Retirement Savings Plan with Company Match.
• Paid Time Off and Paid Parental Leave.
• Tuition Reimbursement and a variety of employee discounts.
• Employer-paid Basic Life Insurance and AD&D.
• Flexible Spending Accounts for health and dependent care.