Use the Teams Admin Center, Call Quality Dashboard (CQD), and Teams PowerShell to monitor call ... Remote: This position is currently designated as remote. Employees who are working in Remote roles ...
Use the Teams Admin Center, Call Quality Dashboard (CQD), and Teams PowerShell to monitor call ... Remote: This position is currently designated as remote. Employees who are working in Remote roles ...
Remote Call Center Supervisor information
What is a remote call center supervisor?
A Remote Call Center Supervisor oversees a team of customer service representatives working from various locations. They monitor performance, provide coaching, handle escalations, and ensure customer satisfaction. Using virtual communication tools, they track key metrics, maintain team morale, and implement process improvements. Their goal is to optimize efficiency while maintaining a high level of service quality.
What are the key skills and qualifications needed to thrive as a remote call center supervisor?
To thrive as a Remote Call Center Supervisor, you need experience in call center operations, strong leadership abilities, and a proven track record of managing distributed teams, often supported by a bachelor's degree or equivalent work experience. Familiarity with customer relationship management (CRM) platforms, workforce management tools, and telecommunication systems is typically required. Exceptional communication, problem-solving, and motivational skills help supervisors effectively lead remote agents and resolve issues promptly. These skills and qualities are crucial for ensuring operational efficiency, maintaining high customer service standards, and fostering team cohesion in a virtual environment.
What are some typical challenges faced by remote call center supervisors, and how can they be addressed?
One common challenge for Remote Call Center Supervisors is maintaining team engagement and consistent communication across different locations and time zones. Effective use of collaboration tools, regular virtual team meetings, and clear performance metrics help bridge the distance and keep everyone aligned. Another challenge is monitoring performance and providing timely feedback to remote agents; this can be managed through real-time monitoring software and scheduled one-on-one check-ins. Proactively addressing these challenges ensures a productive team environment and helps maintain high levels of customer satisfaction.
What are the most commonly searched types of Call Center Supervisor jobs in Puerto Rico?
The most popular types of Call Center Supervisor jobs in Puerto Rico are:
What are popular job titles related to Remote Call Center Supervisor jobs in Puerto Rico?
For Remote Call Center Supervisor jobs in Puerto Rico, the most frequently searched job titles are:
What job categories do people searching Remote Call Center Supervisor jobs in Puerto Rico look for?
The top searched job categories for Remote Call Center Supervisor jobs in Puerto Rico are:
- Medicaid Call Center
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What cities in Puerto Rico are hiring for Remote Call Center Supervisor jobs?
Cities in Puerto Rico with the most Remote Call Center Supervisor job openings:
Full-time
Medical, Life, Retirement
Re-posted 8 days ago
Collins Aerospace rating
8.4
Based on 251 frontline employees who took The Breakroom Quiz
32nd of 72 rated aerospace companies
Job description
Date Posted:
2026-08-24Country:
United States of AmericaLocation:
US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1Position Role Type:
RemoteU.S. Citizen, U.S. Person, or Immigration Status Requirements:
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.Security Clearance:
None/Not Required At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.
The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:
The Web Conferencing Support Engineer is responsible for deploying, managing, and optimizing Microsoft Teams Audio Conferencing services, ensuring reliable PSTN connectivity, high call quality, and effective troubleshooting across the enterprise.
What You Will Do
- Provide tier‑2/3 support for escalated conferencing issues.
- Responsible for adding/removing accounts, adding/removing the recording feature and supporting all end users across Raytheon, PWA, PWC and Collins.
- Configure and manage Teams Audio Conferencing licenses, dial-in numbers, and conferencing bridges.
- Ensure proper setup of PSTN connectivity for Direct Routing.
- Use the Teams Admin Center, Call Quality Dashboard (CQD), and Teams PowerShell to monitor call quality, latency, jitter, and packet loss
- Investigate and resolve dial-in or dial-out issues, and review end-user call logs and troubleshoot bridging failures.
- Responsible for the creation and modification of Knowledge Based Articles
- Vendor Management
- Responsible for testing new functionality and release planning
- This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.
Qualifications You Must Have
- A University Degree or equivalent experience and minimum 2 years prior relevant experience, or an Advanced Degree in a related field and minimum 1 year experience.
- Experience working with help desk ticketing tool
- Experience in a technical support role
Qualifications We Prefer
- Microsoft Cloud Certification or equivalent
- Experience working and managing MS Teams Web Conferencing tools
- Vendor Management Experience
What We Offer
Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
Learn More & Apply Now!
Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.
Please consider the following role type definition as you apply for this role:
Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.
RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
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About Collins Aerospace
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Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
Industry
Aviation
Company size
10,000+ Employees
Headquarters location
Charlotte, NC, US
Year founded
2018