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, performance management and real‑time support.

Key responsibilities

• Oversee daily staffing, training, performance management and accountability for a team of CSRs.
• Maintain strong client relationships by ensuring service quality and timely issue resolution.
• Coordinate meetings, focus groups and coaching sessions to improve productivity and meet KPI targets.
• Develop and execute action plans to close performance gaps and monitor call quality with weekly reviews.
• Utilize AI‑based coaching tools to analyze trends, identify behavioral patterns and enhance coaching effectiveness.

Required profile

• Proven ability to build and develop strong relationships with employees, customers and clients.
• Strong analytical and problem‑solving skills, with experience interpreting complex data sets.
• Effective decision‑making, adaptability and the capacity to work under pressure in a fast‑paced environment.
• Excellent verbal and written communication, time‑management and multitasking abilities.

Required skills

• Proficiency with Microsoft Excel.
• Experience using AI‑based coaching tools for performance analysis.