What are the responsibilities and job description for the Contact Center Supervisor (Customer Service) position at PMC Integrity?
Description:
PMC Integrity LLC provides contact-center services to government and enterprise clients. We’re looking for an experienced Supervisor to coach, develop, and lead a team of Administrators (GC2s) while meeting quality and service goals.
- Supervise CSR work to ensure quality standards, deadlines, and procedures are met; correct errors and remove roadblocks.
- Evaluate performance; recommend discipline, PIPs, and terminations in partnership with HR; address performance concerns constructively.
- Ensure Wage & Hour compliance, including required breaks for non-exempt staff.
- Coach weekly, identify training needs, and support development.
- Monitor SLAs and quality trends; analyze call types and provide regular coaching.
- Participate in meetings; recommend policy and procedure improvements; lead departmental tasks and activities as needed.
- Jump in on work to boost productivity or handle difficult issues; assist with escalations; perform other duties as assigned.
- Bachelor’s degree or 3 years of relevant professional experience (or equivalent mix of education/experience).
- High level of confidentiality; proficiency with Microsoft Office.
- Strong organization and communication; thrive in a fast-paced, deadline-driven environment; work well both independently and as a team member.
- Ability to remain in a stationary position for extended periods