Call Center Supervisor

Job SummaryThe Elite Job is looking for an experienced and performance-driven Call Center Supervisor to lead and inspire our remote call center team. As the Call Center Supervisor, you will be responsible for overseeing daily operations, ensuring high-quality customer interactions, mentoring team members, and implementing strategies to optimize efficiency and satisfaction. This is a fully remote position, ideal for a motivated leader who thrives in virtual environments and has a strong background in customer service and team management.Key ResponsibilitiesSupervise and support daily operations of the call center team to meet KPIs and service levelsMonitor agent performance through real-time dashboards, call recordings, and regular reportingProvide regular coaching, feedback, and training to enhance productivity and service qualityResolve escalated customer issues with professionalism and efficiencyCollaborate with management to develop process improvements and operational strategiesSchedule shifts, assign tasks, and ensure adequate coverage across all time zonesMaintain accurate documentation of team performance and disciplinary actions when neededCreate and maintain a positive, goal-oriented work culture within the teamRequired Skills and QualificationsProven leadership skills in a customer service or call center environmentStrong understanding of call center metrics and tools (e.g., CRM, call monitoring systems)Excellent communication, interpersonal, and conflict resolution abilitiesAbility to motivate, mentor, and drive performance in a virtual settingProficient in MS Office Suite and cloud-based collaboration tools (e.g., Google Workspace, Slack)Strong analytical and decision-making skillsExperienceMinimum 3 years of experience in a call center environment, including at least 1 year in a supervisory or team lead roleExperience managing remote or hybrid teams is highly desirableBackground in customer support across industries such as e-commerce, technology, or services is a plusWorking HoursFull-time position, 40 hours per weekFlexible working hours to accommodate global operationsWeekend and evening availability may be required based on business needsKnowledge, Skills, and AbilitiesKnowledge of performance metrics such as AHT, FCR, CSAT, and SLAAbility to manage multiple tasks and prioritize responsibilities effectivelyCapacity to work independently and take initiative in a fast-paced remote environmentHigh emotional intelligence and empathy when dealing with both customers and team membersFamiliarity with remote workforce engagement techniquesBenefitsCompetitive salary based on experienceFully remote role with flexible schedulingPerformance-based bonuses and incentivesCareer development opportunities and leadership trainingPaid time off and wellness daysModern tools and software for seamless remote collaborationSupportive and inclusive team cultureWhy Join The Elite Job?At The Elite Job, we do not just offer you a job — we offer a career. You will work with a talented team that values transparency, innovation, and growth. We believe in empowering our employees and providing a platform for career advancement in a remote-first work environment. Join us and make an impact from the comfort of your home while contributing to world-class customer service operations.How to ApplyInterested candidates should submit their resume along with a brief cover letter highlighting their leadership experience in customer service. Apply now by clicking the Apply button on our careers page or sending your application to us with the subject line: Remote Call Center Supervisor Application. #J-18808-Ljbffr