What are the responsibilities and job description for the Contact Center Team Lead / Supervisor position at Immersion Consulting, LLC?
Description
The Contact Center Supervisor provides day-to-day guidance and support to a team of 10–20 Contact Center Agents. This role focuses on team performance, coaching, and operational support to ensure consistent service delivery and adherence to established standards.
Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery.
All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts).
Requirements
Key Responsibilities
Team Leadership & Support
· Provide daily guidance, coaching, and support to assigned agents
· Reinforce customer service expectations, workflows, and policies
· Assist with onboarding and ongoing development of team members
Performance Monitoring
· Monitor agent performance, including call quality, productivity, and adherence
· Conduct regular coaching sessions to address performance gaps and reinforce strengths
· Support performance improvement efforts as needed
Escalation Handling
· Serve as the first point of escalation for complex or sensitive customer issues
· Ensure timely resolution and proper documentation of escalated cases
Operational Support
· Monitor daily operations to ensure adequate coverage and responsiveness
· Partner with leadership, QA, and Workforce Management teams to support service levels
· Communicate operational updates and team needs to management
Qualifications
Required
· High school diploma or equivalent (associate or bachelor’s preferred)
· 3 years of customer service or contact center experience
· 1 year of experience in a lead, senior agent, or supervisory role
· Experience coaching and supporting team performance
Preferred
· Experience in financial services or regulated environments
· Familiarity with contact center metrics and quality standards
What Success Looks Like (6–12 Months)
· Team consistently meets service level and quality expectations
· Demonstrates effective coaching and team engagement
· Handles escalations confidently and professionally
Growth Opportunities
· Senior Supervisor / Operations Lead
· Program Management
· Cross-functional roles (QA, Training, WFM)