Contact Center Supervisor II

SUMMARY The National Contact Center Supervisor is responsible for the day-to-day leadership, coaching, development, and performance management of a team of Customer Service Representatives (CSRs) who serve as the primary point of contact for customers, nationwide. This role focuses on creating a high-performance, customer-centric culture through ongoing coaching, call quality evaluations, training, employee development, and performance management. The National Contact Center Supervisor serves as the first level of escalation for customer concerns and works closely with the National Contact Center Manager to execute strategic customer experience initiatives, improve service delivery, and enhance operational effectiveness. The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences. ESSENTIAL DUTIES AND RESPONSIBILITIES These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned. · 25% Coaching, Performance Management & Employee Development Conduct regular one-on-one coaching sessions focused on customer interactions, call handling, performance improvement, and professional growth. Review call recordings, quality scores, customer feedback, and performance metrics to identify coaching opportunities. Develop individual development plans and career growth pathways for CSRs. Provide consistent feedback, recognition, and corrective coaching to improve employee performance and engagement. Lead performance management activities, including goal setting, evaluations, and development discussions. · 20% Call Quality & Customer Experience Excellence Monitor customer interactions to ensure compliance with service standards and customer experience expectations. Analyze quality trends and identify opportunities to improve first-contact resolution, customer satisfaction, and operational efficiency. Reinforce consistent execution of customer service standards, processes, and best practices. Drive adoption of customer experience initiatives established by the National Contact Center Manager. · 15% Training & Team Capability Development Facilitate onboarding, cross-training, refresher training, and skill development programs. Partner with leadership and subject matter experts to identify training needs and implement developmental solutions. Ensure representatives maintain knowledge proficiency across products, services, systems, and operating procedures. Support training initiatives that improve customer interactions and employee effectiveness. · 15% Escalation Management Serve as the primary point of escalation for complex customer concerns, service recovery situations, and high-impact issues. Resolve customer issues professionally while balancing customer needs and business objectives. Identify recurring issues and partner with leadership to implement corrective actions and process improvements. Act as the first line of defense for both internal and external customer escalations. · 15% Team Leadership & Operational Execution Lead and support a team of customer-facing representatives, including remote employees across multiple locations and shifts. Communicate organizational priorities, departmental goals, and performance expectations. Ensure appropriate staffing coverage and adherence to operational standards. Foster a culture of accountability, collaboration, continuous improvement, and customer focus. · 10% Continuous Improvement & Strategic Support Execute customer experience strategies and operational initiatives established by the National Contact