Call Center Supervisor

Job Title: Call Center Supervisor
Location: Branford, CT
Employer: 4Consulting, Inc
Position Type: Full Time
Worksite: Onsite

Position Summary

4Consulting, Inc is seeking a qualified Call Center Supervisor to support technology consulting, application development, systems analysis, testing, data management, cybersecurity, infrastructure, or project delivery services for client projects. The selected candidate will perform duties consistent with the client’s project requirements and company delivery standards.

Essential Duties and Responsibilities

The candidate will be responsible for:

Lead, supervise, coach, and train customer care representatives, providing performance feedback, quality reviews, and professional development to improve service quality, productivity, and customer satisfaction.

Investigate and resolve complex or escalated customer concerns by coordinating with internal and external stakeholders, ensuring timely resolution and compliance with established policies and customer service standards.

Monitor team performance, review quality and productivity metrics, identify improvement opportunities, implement process enhancements, and support the adoption of new technologies and operational procedures.

Lead assigned operational initiatives and participate in broader organizational projects while ensuring service objectives, performance targets, deadlines, and business requirements are met.

Minimum Qualifications

The position requires:

Education:

Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field, or equivalent combination of education and experience.

Experience:

7 years of customer service experience, preferably with progressively increasing responsibility in a call center environment. Demonstrated experience supervising and managing customer service representatives is required.

Technical Skills:

Call Center Operations, Customer Relationship Management, Contact Center Systems, Quality Assurance, Performance Monitoring, Customer Issue Resolution, Workforce Management, Reporting and Metrics, Process Improvement, Customer Service Documentation

Business / Domain Skills:

Experience managing customer service operations involving inbound and outbound customer interactions, inquiry resolution, service requests, and escalated customer concerns.

Experience supervising customer care teams, monitoring service quality, improving customer satisfaction, and ensuring compliance with organizational policies, customer service standards, and customer rights.

Experience managing team performance, employee coaching, training, quality reviews, and operational productivity while coordinating with internal departments and external stakeholders.

Experience supporting customer service process improvements, special projects, account collections when applicable, and business continuity activities requiring flexible scheduling and emergency response support.

Communication:

Ability to communicate with technical and business stakeholders.

Documentation:

Ability to prepare project documentation, status updates, and deliverables.

Work Authorization:

Must be legally authorized to work in the United States. Sponsorship may be considered where permitted by company policy and project requirements.

Certification Required

None

Travel Required

None

Supervisory Role

Yes

Preferred Qualifications

Experience managing a unionized workforce and working within established labor agreements and employee relations procedures.

Experience handling escalated customer situations, supporting account collections, implementing service improvements, and coordinating cross-functional operational initiatives.

Strong communication, interpersonal, leadership, conflict resolution, and organizational skills, with the ability to motivate teams and manage competing priorities in a dynamic environment.

Equal Employment Opportunity Statement

4Consulting, Inc is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, citizenship status, immigration status where protected by law, or any other legally protected status. All candidates will be evaluated based on job-related qualifications, experience, skills, availability, and ability to perform the essential duties of the position.