Supervisor, Contact Center NH (Hybrid Schedule)

Location: Manchester, New Hampshire, United States; hybrid schedule with at least three days per week in the office, including Tuesdays and Wednesdays. Employees must be able to work up to five days in the office when required.

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

Company

hirify.global provides energy services and operates a customer contact center supporting residential and business customers.

What you will do

• Lead approximately 15 Residential or Business Customer Service Representatives in a 24/7 contact center.
• Coach, evaluate, and develop representatives through weekly feedback, performance reviews, and side-by-side observations.
• Handle complex escalated customer calls while following company and regulatory requirements.
• Monitor call volumes, quality metrics, customer feedback, first-contact resolution, average handle time, and schedule adherence.
• Analyze escalation trends and survey results with Customer Resolutions and Workforce Management teams to improve customer satisfaction and staffing coverage.
• Support recruiting, training, project teams, on-call supervision, and emergency or storm restoration events.

Requirements

• Five or more years of related customer service or customer contact center experience, including at least two years of supervisory responsibility.
• Bachelor’s degree in Business or a related discipline, or equivalent work experience.
• Familiarity with call center technology, including ACD, IVR, Workforce Management, and Quality Assurance tools.
• Experience with Social Customer Care platforms and analysis of contact center management metrics.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Advanced analytical, verbal, written, interpersonal, and negotiating skills; flexibility to work rotational schedules, second shifts, weekends, and additional hours.

Nice to have

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

Culture & Benefits

• Hybrid work arrangements are available based on role responsibilities and operational needs.
• Work includes coaching, teamwork, accountability, and continuous improvement.
• Participation in an on-call supervisor rotation and emergency restoration assignments may be required.
• Regular employment with a competitive total rewards program and potential incentive eligibility.