Contact Center Supervisor- 3rd Shift

Job description

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 consistenc...