Supervisor - Call Center

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Overview

Supervisors at InteLogix play a key role in driving team performance, employee engagement, and client satisfaction within our contact center operations. This position is responsible for leading a team of Customer Service Representatives through effective coaching, performance management, and real-time support. Supervisors ensure service excellence by monitoring quality, developing action plans, and fostering a culture of accountability and continuous improvement while maintaining strong partnerships with both employees and clients.

Responsibilities

• As a supervisor, you will support operations in employee management. This includes overseeing & reporting daily activities, including staffing, training, performance management, and accountability.

• Maintain strong client relationships by ensuring client needs are met promptly and with the highest quality. Your dedication to client satisfaction is vital in this role.

• Coordinate meetings, focus groups and coaching to improve performance and assist with the development of strategies to increase overall productivity rates

• Develop and execute action plans to address individual and team performance gaps, ensuring alignment with key performance indicators (KPIs) and client expectations

• Conduct one-on-one coaching sessions with each assigned CSR at least once per week

• Perform regular call monitoring in alignment with client requirements, supplementing formal Quality Assurance (QA) monitoring, with a minimum of one call review per CSR each week.

• Maintain knowledge of all services tasks/programs, as well as systems and telecommunications capabilities

• Effectively explain calling techniques and procedures to associates

• Engage in real-time call listening to identify opportunities for immediate feedback and on-the-spot coaching

• Utilize AI-based coaching tools, when applicable, to analyze performance trends, identify behavioral patterns, and enhance the effectiveness of coaching interactions.

• Enforce call center regulations and policies

• Prioritize assignments, following up to ensure task completion

• Represent the needs and issues off callers to higher level of management

Qualifications

• Proven ability to build and develop strong relationships with employees, customers, and clients.

• Strong analytical and problem-solving skills are essential, including the ability to analyze complex data sets, identify trends, and develop improvement opportunities.

• Effective problem-solving skills, adaptability, and quick decision-making.

• Demonstrated ability to work effectively under pressure and manage multiple priorities within a fast-paced environment.

• Excellent decision-making skills with the ability to learn quickly and adapt to changing circumstances.

• Strong verbal and written communication skills to effectively convey ideas and information.

• Excellent time management and multitasking skills

• Proficiency with Microsoft Excel

• The supervisor will need schedule flexibility to cover business needs and support on call as required

• Must be 18 years of age or older

• High School Diploma or equivalent required, bachelor’s degree preferred

• 3+ years of contact center experience