Call Center Supervisors

Job Title: Call Center Supervisor (2 Openings)

Location: Onsite – Orange, CT

Employment Type: Full-time, Onsite

Role Overview

We are seeking two experienced Call Center Supervisors to join our team onsite in Orange, CT. The ideal candidates will bring strong leadership skills, proven experience in customer service environments, and the ability to manage and develop call center representatives. While knowledge of SAP IS-Utilities is required, extensive expertise is not necessary.

Key Responsibilities

·        Lead, coach, train, and manage customer care representatives to ensure delivery of high-quality customer service.

·        Provide direct supervision, performance reviews, and quality assurance feedback to assigned representatives.

·        Investigate and resolve escalated and complex customer concerns, collaborating effectively with internal and external stakeholders.

·        Drive process improvements and embrace new technologies to enhance team productivity and service quality.

·        Lead assigned special projects and participate in company-wide initiatives aligned with business goals.

·        Uphold the Customer Bill of Rights and all company policies.

·        Support account collections activities as required.

·        Be available for flexible scheduling, including evenings, Saturdays, and storm-emergency operations.

Qualifications

·        Minimum of 7 years of customer service experience, preferably in a call center environment, with progressive responsibility.

·        Demonstrated success in supervising and developing teams.

·        Strong communication and interpersonal skills for managing escalations and team performance.

·        Experience managing a unionized workforce preferred.

·        Familiarity with SAP IS-Utilities (basic knowledge acceptable).

·        Ability to adapt to changing priorities and meet deadlines.