Contact Center Supervisor
GlowTouch Technologies, San Antonio, TX, United States
Contact Center Supervisor
UnifyCX is growing and we are looking for an extraordinary Contact Center Supervisor to join our motivated and ambitious team. What Will You Do? As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard. In this role you will:
Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
Monitor daily workflow and ensure that correct procedures are followed
Keeping up to date with business development and new product lines
Support the Program Manager to highlight operational risks and areas of improvement
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Identify system and workflow improvements to enhance the team's efficiency
Support agent escalations and manage according to established workflow
Escalate any appropriate problems to senior management
Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
Performs other duties as assigned
Who You Are: Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company. To be considered, candidates are expected to have the following:
Prior management experience with BPO contact center preferred
Strong attention to detail
Excellent leadership and communication skills
Strong customer service skills including contact center client processes and procedures
Strong coaching and people-development skills through call-listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic with the ability to motivate the team
Creative thinking
PC literate, including Microsoft Office products
Strong organizational skills
Excellent interpersonal skills
Excellent negotiation skills
Ability to work in a team environment
Ability to meet or exceed performance goals
Who We Are: UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options. UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
UnifyCX is growing and we are looking for an extraordinary Contact Center Supervisor to join our motivated and ambitious team. What Will You Do? As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard. In this role you will:
Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
Monitor daily workflow and ensure that correct procedures are followed
Keeping up to date with business development and new product lines
Support the Program Manager to highlight operational risks and areas of improvement
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Identify system and workflow improvements to enhance the team's efficiency
Support agent escalations and manage according to established workflow
Escalate any appropriate problems to senior management
Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
Performs other duties as assigned
Who You Are: Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company. To be considered, candidates are expected to have the following:
Prior management experience with BPO contact center preferred
Strong attention to detail
Excellent leadership and communication skills
Strong customer service skills including contact center client processes and procedures
Strong coaching and people-development skills through call-listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic with the ability to motivate the team
Creative thinking
PC literate, including Microsoft Office products
Strong organizational skills
Excellent interpersonal skills
Excellent negotiation skills
Ability to work in a team environment
Ability to meet or exceed performance goals
Who We Are: UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options. UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.