Contact Center Supervisor
Carel Usa Llc
Roswell, Georgia
SUMMARY
The Contact Center Supervisor is responsible for overseeing the daily operations of CAREL USA’s customer support team, ensuring high service levels, quality interactions, and a positive customer experience. This role leads a team of agents through active coaching, performance management, and ongoing training to drive continuous improvement. The supervisor handles escalated customer issues, analyzes operational data to identify trends, and collaborates with cross‑functional teams to enhance service delivery.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Responsibilities and activities may change at any time with or without notice.
* Supervise daily call center activity: monitor KPIs (e.g., SLAs, call abandonment, quality metrics), ensure scheduling coverage, and maintain service level standards.
* Coach and train agents: provide 1:1 feedback, run training sessions, support onboarding, and facilitate continuous improvement.
* Handle escalated issues: personally resolve complex customer matters while guiding team’s responses.
* Recruitment & personnel development: participate in hiring, performance reviews, mentoring, disciplinary follow-up, and promotions.
* Analyze performance data: track KPIs, produce regular reports, identify trends, and drive data-driven improvements.
* Enforce policies & compliance: ensure adherence to CAREL ethics, data privacy, quality standards, and attendance protocols.
* Cross-functional collaboration: liaise with operations, sales, engineering, and product teams on service delivery improvements.
* Proficient with call-center metrics tools, CRM software, workforce management systems, and Microsoft Office.
* Strong analytical ability to interpret data, trend spot, and performance improvements.
* Exceptional interpersonal skills; ability to coach, motivate, and build a positive, engaged team.
* Excellent verbal and written communication; adept at handling escalations with diplomacy.
* Customer-first mindset; empathetic, calm under pressure, solution oriented.
* Excellent organizational skills; ability to multitask and prioritize in a fast-paced environment.
* Willingness to embrace CAREL’s culture: open, experimental, accountable, and purpose-driven.
* Team-level Service Level, Average Handle Time, First Contact Resolution, Customer Satisfaction scores.
* Agent adherence, quality review scores, attendance, and overall performance.
* Timeliness and accuracy of reports; implementation of cost- or process-improvement initiatives.
COMPETENCIES
* Technical capacity
* Learning Orientation
* Leadership
* Time Management
* Thoroughness
SUPERVISORY RESPONSIBILITY
Oversees a group of 3-5 team members and reports issues to the Customer Support Field Service Manager. This position does not have reporting responsibilities.
EDUCATION AND EXPERIENCE
* High school diploma or equivalent; AA/BA in Business, Communications, or related field preferred.
* Minimum 3–5 years in call center or customer service roles, with at least 1+ year supervisory experience.
LANGUAGE SKILLS
Ability to read and comprehend instructions, short correspondence, and memos.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand. The employee is frequently required to use hands to finger, handle or feel objects, tools, or controls and to climb or balance. The employee is occasionally required to walk, reach with hands and arms; stoop, kneel, or crouch; and talk or hear. The employee must regularly lift and move up to 10 pounds, frequently lift and move up to 25 pounds, and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee must be able to work in a state of constant alertness and in a safe manner.
The noise level in the work environment is usually moderate.
Carel is an equal opportunity employer.
Employee Acknowledgement
DiversityX
