Supervise and develop a team of customer service representatives, ensuring service quality and customer satisfaction. Manage call center policies, procedures, performance evaluations, coaching, and professional development. Analyze performance metrics to identify improvement opportunities, implement strategies to optimize team results, and collaborate with other departments to resolve customer issues and improve the overall customer experience.
We are seeking a dynamic and experienced Call Center Supervisor to lead and manage a team of customer service representatives. The ideal candidate will have strong leadership skills, a customer-centric mindset, and the ability to optimize team performance in a fast-paced environment.
Responsibilities:
- Supervise and manage a team of customer service representatives, ensuring high levels of customer satisfaction and service quality.
- Develop, implement, and monitor call center policies and procedures to ensure efficient and effective operations.
- Conduct regular performance evaluations, provide coaching and feedback to team members, and facilitate professional development opportunities.
- Analyze call center metrics and performance data to identify areas for improvement and implement strategies to enhance team performance.
- Collaborate with other departments to resolve customer issues and improve overall customer experience.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field preferred.
- Proven experience (3+ years) in a call center supervisory or management role.
- Strong leadership and team management skills with the ability to motivate and develop team members.
- Excellent communication and interpersonal skills, both verbal and written.
- In-depth understanding of call center operations, customer service best practices, and performance metrics.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
