Job Description
Nation Safe Drivers (NSD) is seeking an experienced Call Center Operations Supervisor to lead our customer service team. In this role, you'll oversee daily operations, coach and develop frontline employees, manage customer escalations, and drive performance across service, quality, and productivity metrics.
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If you're a hands-on leader who thrives in a fast-paced, customer-focused environment and enjoys developing high-performing teams, we'd love to hear from you.
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What You'll Do
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Lead Daily Operations
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- Supervise the day-to-day operations of the call center.
- Monitor real-time call volume, queues, staffing levels, and workloads to consistently achieve service level goals.
- Ensure customer interactions are handled accurately, professionally, and in accordance with company standards.
- Identify workflow improvements and remove operational roadblocks.
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Coach & Develop Your Team
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- Lead, mentor, and develop a team of customer service representatives and team leads.
- Conduct performance coaching, call reviews, and quality feedback sessions.
- Support scheduling, attendance, staffing coverage, and adherence management.
- Foster a culture of accountability, collaboration, and continuous improvement.
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Manage Customer Escalations
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- Resolve complex customer concerns while delivering exceptional service.
- Partner with leadership to identify trends and implement long-term solutions.
- Balance customer satisfaction with operational objectives.
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Drive Performance
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Monitor and improve key call center metrics, including:
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- Service Level
- Average Handle Time (AHT)
- Quality Assurance (QA) Scores
- Productivity
- Customer Satisfaction (CSAT)
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Support Workforce Management (WFM) initiatives, including:
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- Real-time queue management
- Staffing optimization
- Schedule adherence
- Capacity planning
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Ensure Quality & Compliance
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- Reinforce quality standards and operational consistency.
- Support quality assurance audits and documentation reviews.
- Ensure compliance with company policies and procedures.
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Support Continuous Improvement
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- Identify opportunities to improve operational efficiency and the customer experience.
- Assist with implementing new tools, technologies, and process enhancements.
- Help standardize best practices across the department.
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What We're Looking For
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Required Qualifications
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- High school diploma or equivalent required (Bachelor's degree preferred).
- 2+ years of call center, contact center, or customer service operations experience.
- 1+ year of leadership experience as a Supervisor, Team Lead, or similar role.
- Experience coaching and developing employees in a metrics-driven environment.
- Proven ability to resolve escalated customer issues with professionalism and sound judgment.
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Preferred Qualifications
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- Workforce Management (WFM) experience, including scheduling, staffing, real-time queue management, and adherence monitoring.
- Experience with Five9, Verint, or similar contact center and WFM platforms.
- Experience leading teams in a high-volume customer service or contact center environment.
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What Makes You Successful
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- Strong leadership and coaching skills.
- Excellent communication, interpersonal, and conflict resolution abilities.
- Customer-first mindset with strong operational awareness.
- Ability to analyze performance metrics and make data-driven decisions.
- Strong organizational and time management skills.
- Adaptable, collaborative, and able to thrive in a fast-paced, metrics-driven environment.
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Schedule
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Shift / Schedule:
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- 2:00pm -10:30pm SUN-THUR (Sunday WFH, Mon - Thurs ONSITE)
- 10:30p-7am SUN-THUR (OVERNIGHT, REMOTE)
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Why Join NSD?
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At Nation Safe Drivers, we're committed to delivering exceptional customer experiences while fostering a workplace where employees can grow and succeed. As a Call Center Supervisor, you'll have the opportunity to lead a talented team, influence operational performance, and make a meaningful impact on both the employee and customer experience.
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If you're passionate about leading people, improving operations, and creating exceptional customer experiences, we'd love to hear from you. Apply today!