Contact Center Supervisor

September 15, 2026 Auto Import

As the Contact Center Supervisor, you are responsible for leading a contact center operations team. Your responsibilities will include ensuring the team meets call quality standards and achieves goals for generating potential student enrollments to the appropriate place. DUTIES AND RESPONSIBILITIES <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Monitoring and assessing the performance of the call center staff</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Training and coaching call center staff to deliver a high standard of call quality</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Assisting in the development and implementation of policies and procedures</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Managing staff scheduling to ensure adequate coverage during operating hours</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Collaborating with management on staff hiring, training, and performance evaluations</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Reporting on performance metrics and implementing strategies to improve KPIs</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Providing regular feedback and coaching to the team and individual members</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Maintaining a high level of knowledge about products or services offered</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Ensuring adherence to all contact center related compliance and regulations </li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Reviewing and approving timecards: Ensuring that all timecards are accurate and submitted on time.</li> </ul> May assign other duties logically associated with the position. MINIMUM QUALIFICATIONS (Education, Experience, Certifications, etc.) <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Typically requires 3+ years in a call center environment, with at least 1 year in a supervisory or leadership role.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Excellent verbal and written communication skills are essential for effective team management and customer interaction.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Strong analytical and problem-solving abilities, especially in high-pressure situations.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Familiarity with predictive dialer software is preferred.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Proven leadership skills with the ability to motivate and inspire team members.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">High school diploma or GED required.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Upbeat, energetic, and competitive. </li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Must have excellent attendance.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Must have excellent communication skills.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Strong customer service skills</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Proficient at working independently and meeting timelines.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Able to work in collaborative team settings.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Strong organizational skills.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Strong attention to detail. </li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Demonstrate computer literacy skills, including working knowledge of Microsoft Office applications: Word, Excel, and Outlook.</li> <li style="color: rgb(14, 16, 26); margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Helvetica Neue';">Available to work occasional evenings and weekends.</li> </ul> WORK REQUIREMENTS (requirements for mental, physical components of the job) The duties of this position are performed remotely. The employee is frequently required to sit at a desk, and work on a computer for extended periods. Position requires finger dexterity, ability to bend, kneel, and reach; may be required to stand for extended periods on occasion. Movements regularly required of fingers, hands, and wrists. May be required to lift and carry up to 50 pounds on occasion. Will work a standard workweek remotely/from home in the office and may involve additional work hours on weekdays or weekends as applicable. Will work a typical work week but may include overtime work on weekdays or weekends as appropriate. Employees must abide by FERPA requirements which protect the privacy of student education records. I have reviewed and understand the primary job functions required of me by Studio Enterprise and am prepared to meet the position's requirements.

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