Contact Center Manager

About The Job
Opening: Supervisors are required to adhere to the following expectations. Each criterion plays a key role to the success of the project. The supervisor is expected to excel in a variety of roles and responsibilities, including managing and coaching agents, handling challenging situations, shifting priorities, preparing reports for clients and program managers, and ensuring service levels and quality objectives are achieved. Failure to do so may result in coaching, counseling, disciplinary action, and/or termination, at the discretion of the program manager.

Working Schedule: Monday–Friday, 8:00 AM – 6:00 PM CST

Job Details

• Employment Type: Contract Employee
• Department: Customer Service/Support
• Job Level: Intermediate
• Experience: 2 Years

Required Skills

• General Skills: Customer Satisfaction, Escalation Handling
• Soft Skills: Active Listening, Communication

Responsibilities
Performance: Review team attendance regularly and set goals for those not aligned with the Contact Center Representative Attendance Policy.

Ensure all project goals are met; goals may change as client expectations change.

Review reports (efficiency, performance, call reports) to identify concerns; implement goals or Performance Improvement Plans as needed.

Identify agents who do not consistently contribute to project and team performance.

If supervisors do not meet performance goals, evaluations and Process Improvement Plans will be implemented. Verbal or written warnings may also occur. Lack of improvement may lead to removal or reassignment, or termination if no suitable project is available.

Attendance: Supervisors must be present for scheduled shifts and support overtime requirements.

Notify Program Manager, team members, and co-supervisors if absent.

Properly leverage virtual tools to communicate availability.

Team Building and Motivation: Motivate employees through praise, recognition, and rewards (e.g., campfire sessions, mini team building, Yammer).

Support agents via coaching and recognizing excellence in achieving goals.

Collaborate with peers and mentor Team Leads for professional development.

Leadership: Lead by example, setting standards in work quality, demeanor, attendance, flexibility, and accountability.

Reinforce teaching through actions, follow policies, and support peers.

Build credibility: be honest, approachable, respectful, and ethical.

Problem-solve and focus on solutions in difficult situations.

Quality Standards: Monitor and coach employees according to client expectations.

Review QA reports; implement Quality Improvement Plans as needed.

Provide additional training or one-on-one sessions for agents below project goals.

Time Management: Organize and prioritize responsibilities effectively.

Balance urgent and important tasks to support agent success.

Communication: Communicate effectively and respectfully with agents, peers, and clients (verbal and written).

Set clear expectations, provide feedback, and encourage team development.

Share relevant information and encourage idea exchange.

Respond to requests timely; client communication is high priority.

Maintain confidentiality of employee information.

Qualifications
C1 English level

2 to 3 years of experience as a supervisor in a Contact Center

Working Hours

• Monday: 08:00 - 18:00
• Tuesday: 08:00 - 18:00
• Wednesday: 08:00 - 18:00
• Thursday: 08:00 - 18:00
• Friday: 08:00 - 18:00

Additional Requirements

• Tech Requirements: Windows or Mac
• Language: English

About The Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.