Call Center Supervisor

Call Center Supervisor

Location: Lewisville, TX

Pay: $30/hour

Duration: 12-week assignment, with the potential for full-time hire

Schedule: Monday - Friday, 7:00 AM - 9:00 PM (Saturday availability may be required)

CornerStone Professional Placement is seeking a Call Center Supervisor to support our client based in Lewisville, TX. This individual will lead a team of 20+ call center representatives and play a vital role in day-to-day operations, performance tracking, and staff development. This is an excellent opportunity for a seasoned supervisor looking to join a fast-paced, client-focused environment with potential for full-time conversion.

Key Responsibilities:

• Provide leadership, coaching, and mentoring to contact center staff
• Supervise and support a team of 20+ representatives, fostering growth and development
• Partner with clients to determine requirements and expectations
• Troubleshoot and resolve escalated customer concerns and inquiries
• Maintain call center records and databases with accurate information
• Generate timely reports and analysis of call volume, scheduled appointments, and conversion metrics
• Handle complex operational challenges with minimal supervision
• Support call center functions as needed, including answering calls and directing inquiries

Qualifications:

• High School Diploma or GED required
• Minimum 6+ years of customer service experience, including leadership or supervisory responsibilities
• Prior experience using NICE CX One Platform and Workforce Management (WFM) tools is highly preferred
• Strong communication and interpersonal skills
• Customer-focused with proven problem-solving abilities
• Demonstrated leadership and team management capabilities