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Manager Call Center Supervisor Jobs in Tennessee

Koniag, Inc.

Call Center Supervisor (Mornings)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

Koniag, Inc.

Call Center Supervisor (Nights)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Nights)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Nights)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Mornings)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Mornings)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

Koniag, Inc.

Call Center Supervisor (Swing shift)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Swing shift)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Supervisor (Swing shift)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Operations Manager (Night)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Operations Manager (Night)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call ... This individual will work closely with the Call Center Operations Manager to implement operational ...

kgs

Call Center Operator (Days)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic ... Ability to manage multiple tasks simultaneously, including active call handling, ticket ...

kgs

Call Center Operator (Nights)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic ... Ability to manage multiple tasks simultaneously, including active call handling, ticket ...

Koniag, Inc.

Call Center Operator (Nights)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic ... Ability to manage multiple tasks simultaneously, including active call handling, ticket ...

kgs

Call Center Operator (Nights)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic ... Ability to manage multiple tasks simultaneously, including active call handling, ticket ...

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Manager Call Center Supervisor information

What does a manager call center supervisor do?

A Manager Call Center Supervisor oversees the daily operations of a call center, ensuring that customer service representatives meet performance standards and deliver excellent customer support. They are responsible for training and coaching staff, monitoring calls for quality assurance, and implementing policies to improve efficiency and customer satisfaction. Additionally, they handle escalated customer issues, analyze call center metrics, and report on team performance to senior management. Their leadership helps maintain a productive and positive work environment.

What are the key skills and qualifications needed to thrive as a manager call center supervisor?

To thrive as a Manager Call Center Supervisor, you need experience in customer service management, strong leadership abilities, and a background in call center operations, often supported by a relevant degree or supervisory experience. Familiarity with call center software (such as CRM systems and workforce management tools) and knowledge of performance metrics are typically required. Outstanding communication, conflict resolution, and motivational skills help you lead teams and foster a positive work environment. These skills are crucial for driving team performance, ensuring customer satisfaction, and achieving organizational goals in a fast-paced call center setting.

How do manager call center supervisors typically balance team performance management with individual staff development?

Manager Call Center Supervisors are responsible for both driving overall team results and supporting the growth of individual agents. They achieve this by setting clear performance metrics, regularly monitoring call quality, and providing constructive feedback during one-on-one coaching sessions. Additionally, they identify skill gaps and organize targeted training or mentoring opportunities. Balancing these priorities requires strong organizational skills and a proactive approach to communication, ensuring both team goals and individual career aspirations are addressed.

What is the difference between Manager Call Center Supervisor vs Call Center Team Lead?

AspectManager Call Center SupervisorCall Center Team Lead
ResponsibilitiesOversees multiple teams, manages operations, implements policiesGuides team members, handles daily issues, supports supervisors
Required CredentialsTypically requires a bachelor's degree, experience in call center managementOften requires experience in call center roles, some leadership skills
Work EnvironmentOffice setting, managerial meetings, strategic planningOffice or call floor, direct team interaction
Industry UsageCommonly used in large call centers and customer service operationsUsed in smaller teams or departments within call centers

The Manager Call Center Supervisor focuses on overseeing entire call center operations and managing multiple teams, while the Call Center Team Lead directly supports team members and handles daily operational issues. Both roles require call center experience, but the supervisor typically has more managerial responsibilities and strategic duties.

What are the most commonly searched types of Call Center Supervisor jobs in Tennessee?

The most popular types of Call Center Supervisor jobs in Tennessee are:

What cities in Tennessee are hiring for Manager Call Center Supervisor jobs?

Cities in Tennessee with the most Manager Call Center Supervisor job openings:

Manager Call Center Supervisor jobs near you

Call Center Supervisor (Mornings)

Koniag, Inc.

Nashville, TN • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 15 days ago

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Mornings) to support the daily operations of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. They thrive in a structured, fast-paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This is a day time position 6:30am to 4:30pm (4 On/4 Off/10 hour shifts).
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment. Principal responsibilities will include but are not limited to:
  • Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
  • Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
  • Serve as the first-line escalation point for complex or sensitive IT support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
  • Conduct regular team huddles, briefings, and one-on-one coaching sessions to reinforce performance expectations, share updates, and support agent development.
  • Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
  • Review and evaluate agent interactions including call recordings, ticket documentation, and chat logs to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
  • Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
  • Support workforce management activities including daily attendance monitoring, real-time schedule adherence tracking, and shift coverage coordination.
  • Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
  • Identify recurring performance issues, knowledge gaps, or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations Manager.
  • Maintain a positive, inclusive, and high-energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
  • Assist in the documentation and maintenance of call handling SOPs, knowledge base articles, and training materials.
  • Participate in team lead and supervisor meetings, contributing operational insights and feedback to support program-wide continuous improvement efforts.
  • Step in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as needed.

Education and Experience:
Required:
  • High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
  • 3+ years of experience in an IT call center, help desk, or technical support environment.
  • 1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
  • Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.

Preferred:
  • Prior experience supervising IT call center or service desk teams in support of a federal government customer.
  • Experience working in a multi-shift call center environment with 24/7 or extended hours of operation.

Required Skills and Competencies:
  • Strong communication skills in English - both written and oral - with the ability to communicate clearly and professionally with government end users, call center agents, and program leadership.
  • Demonstrated leadership and team supervision skills, with the ability to motivate, coach, and hold a team of frontline agents accountable in a structured service environment.
  • Hands-on familiarity with IT service management principles and ITIL frameworks, including experience working within SLA-driven call center environments.
  • Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and case management systems.
  • Experience monitoring real-time call center performance dashboards and workforce management tools to ensure schedule adherence and queue management.
  • Strong problem-solving and decision-making skills, with the ability to assess and resolve escalated issues quickly and effectively under pressure.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
  • Experience conducting quality assurance reviews of agent interactions and delivering constructive, actionable feedback.
  • Ability to manage multiple priorities simultaneously and maintain composure in a high-volume, fast-paced call center environment.
  • Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:
  • Active government security clearance (Secret or higher).
  • ITIL Foundation certification.
  • HDI Support Center Team Lead (HDI-SCTL) or equivalent call center leadership certification.
  • CompTIA A+, Network+, or equivalent entry-level IT certification.
  • Experience supporting quality assurance (QA) programs or call monitoring initiatives within a call center environment.
  • Familiarity with federal IT governance frameworks and security protocols such as NIST or FedRAMP.
  • Experience with call center telephony platforms and automatic call distribution (ACD) systems.
  • Knowledge of workforce management tools and scheduling platforms used in a call center environment.
  • Experience contributing to the development of SOPs, knowledge base articles, or training materials for call center staff.

Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

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