Contact Center Supervisor- 3rd Shift

Job Title Contact Center Supervisor- 3rd Shift

Job Description

Summary The Supervisor of the National Operations Contact Center (NOC) is responsible for the day-to-day leadership, performance, and development of Customer Service Representatives (CSRs) supporting the Facilities Hub. This position ensures the team delivers consistent, accurate, and timely service in alignment with contractual Service Level Agreements (SLAs) and client expectations. The Supervisor oversees daily operations, staff scheduling, payroll validation, and service delivery performance. This position supports a 24/7/365 operation and requires flexibility to work various shifts and to be on call as needed to support critical business functions or client escalations. The Supervisor acts as the primary escalation point for client and subcontractor issues, ensuring effective communication, timely resolution, and compliance with operational standards.

Job Description

ESSENTIAL FUNCTIONS & RESPONSIBILITIES: Team Leadership & Operations

• Monday-Friday (1:00am-9:30am).
• Supervise, facilitate training, and coach Customer Service Representatives (CSRs) to ensure exceptional customer service and operational consistency.
• Oversee daily shift performance, ensuring accurate call handling, documentation, and adherence to internal processes.
• Create and maintain schedules and shift assignments to ensure adequate 24/7/365 coverage.
• Monitor attendance and timekeeping for assigned staff, review and validate payroll, and ensure timely submission of hours for approval.
• Initiate and document corrective actions related to performance or policy violations in coordination with the Manager for review and approval.
• Conduct one-on-one meetings, performance discussions, and feedback sessions to foster employee growth and accountability.
• Maintain team morale, promote engagement, and support a positive and professional work environment.

Service Delivery & Client Support

• Oversee the service delivery of all work requests from inception to completion for assigned national client(s).
• Oversite of facilities work order requests entered through the work order management system to ensure due dates and SLAs are met.
• Serve as the primary liaison between clients, technicians, and subcontractors, facilitating clear communication and issue resolution.
• Build and maintain positive working relationships with clients, subcontractors, and internal partners to support service continuity.
• Maybe asked to assist in the procurement and oversight of subcontractors, ensuring quality performance and compliance with client contracts.
• Act as the key contact for questions or escalations related to client or subcontractor service issues.
• Escalate any potential risks to SLA or client satisfaction to management promptly.

Reporting & Process Improvement

• Prepare and distribute daily, weekly, and monthly reports related to SLA compliance, response time, and team productivity.
• Track and analyze service trends to identify recurring issues and recommend corrective or preventive actions.
• Collaborate with management to develop, document, and implement process improvements that enhance workflow efficiency and service quality.
• Maintain accuracy and data integrity within CMMS and reporting tools.
• Support audits and data requests by ensuring all records and documentation are accurate and up to date.
• Partner with management to implement performance metrics, dashboards, and team scorecards.

Remote Work Requirements

• High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow.
• Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information.
• Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection.
• The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity.
• To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss.

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):

• High school diploma or equivalent required; Associate de

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