Call Center Supervisor

We are seeking an experienced Call Center Supervisor for our client, a leading public transit provider in the Hampton Roads region. In this key role, you will oversee a busy call center, managing a team of dedicated representatives and implement quality assurance measures.

**Full-time, in-office position**

**Some weekends required**

**This position is 40 hours per week, no overtime offered.**

Job Responsibilities:

• Plan, schedule and directly supervise the daily activities and operations of the Call Center on assigned shift.
• Elevate your team's capabilities with regular coaching, feedback, and opportunities for professional growth, enabling them to truly shine.
• Perform various administrative functions to ensure customer satisfaction. 
• Resolve escalated service issues.
• Keep a close eye on performance metrics to ensure our service standards reflect the high quality our coastal area is known for.
• Work alongside management to devise and implement groundbreaking policies and procedures.
• Conduct thorough performance reviews, offer constructive feedback, and celebrate team milestones, promoting ongoing enhancement.

Qualifications:

• Bachelor's degree in a relevant field.
• Experience in call center management or leadership.
• Demonstrated ability to communicate effectively, both orally and in writing.
• Ability to analyze and solve problems.
• The ability to remain composed through high-pressure scenarios.
• Well-versed in key call center technologies and systems (e.g., Salesforce, Zendesk, workforce management tools).
• Ability to drive issues through to resolution.
• Professional in communications and interactions with internal staff and external customers. 

We offer:

• Paid Training and ongoing support
• Benefits including Medical, Dental, AND Vision.
• Paid Time Off
• Direct Deposit

The Michelle Martin Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.