Contact Center Supervisor

About the role

InteLogix is seeking a Supervisor to lead a team of Customer Service Representatives within its contact‑center operations. The role focuses on driving performance, employee engagement, and client satisfaction through coaching, real‑time support, and quality monitoring.

Key responsibilities

• Oversee daily activities of the team, including staffing, training, performance management, and accountability reporting.
• Maintain strong client relationships by ensuring service quality and timely issue resolution.
• Coordinate meetings, focus groups, and coaching sessions to improve productivity.
• Develop and execute action plans to close performance gaps against KPIs and client expectations.
• Conduct weekly one‑on‑one coaching and call reviews for each CSR.
• Perform real‑time call listening and provide immediate feedback.
• Utilize AI‑based coaching tools to analyze trends and enhance coaching effectiveness.
• Enforce call‑center policies and prioritize task completion.

Required profile

• Proven ability to build strong relationships with employees, customers, and clients.
• Strong analytical and problem‑solving skills, with the capacity to interpret complex data and identify improvement opportunities.
• Effective decision‑making under pressure and ability to manage multiple priorities.

Required skills

What we offer

• Opportunity to lead a dynamic team in a technology‑driven environment.
• Access to AI‑based coaching tools and continuous improvement programs.