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View DetailsINFORMATION TECHNOLOGY · 4CI -9724
Call Center
Supervisor
Branford, CT · Onsite · Full Time
LocationBranford, CT
Work arrangementOnsite
Employment typeFull Time
EngagementLong Term
Experience7+Years
Reference4CI -9724
THE OPPORTUNITY
Help shape dependable
enterprise platforms.
4Consulting, Inc is seeking a qualified Call Center Supervisor to support technology consulting, application development, systems analysis, testing, data management, cybersecurity, infrastructure, or project delivery services for client projects. The selected candidate will perform duties consistent with the client’s project requirements and company delivery standards.
What you’ll do
- Lead, supervise, coach, and train customer care representatives, providing performance feedback, quality reviews, and professional development to improve service quality, productivity, and customer satisfaction.
- Investigate and resolve complex or escalated customer concerns by coordinating with internal and external stakeholders, ensuring timely resolution and compliance with established policies and customer service standards.
- Monitor team performance, review quality and productivity metrics, identify improvement opportunities, implement process enhancements, and support the adoption of new technologies and operational procedures.
- Lead assigned operational initiatives and participate in broader organizational projects while ensuring service objectives, performance targets, deadlines, and business requirements are met.
What you bring
- Experience managing customer service operations involving inbound and outbound customer interactions, inquiry resolution, service requests, and escalated customer concerns.
- Experience supervising customer care teams, monitoring service quality, improving customer satisfaction, and ensuring compliance with organizational policies, customer service standards, and customer rights.
- Experience managing team performance, employee coaching, training, quality reviews, and operational productivity while coordinating with internal departments and external stakeholders.
- Experience supporting customer service process improvements, special projects, account collections when applicable, and business continuity activities requiring flexible scheduling and emergency response support.
Preferred experience
Call Center OperationsCustomer Relationship ManagementContact Center SystemsQuality AssurancePerformance MonitoringCustomer Issue ResolutionWorkforce ManagementReporting and MetricsProcess ImprovementCustomer Service Documentation
Equal opportunity
4Consulting, Inc is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, citizenship status, immigration status where protected by law, or any other legally protected status. All candidates will be evaluated based on job-related qualifications, experience, skills, availability, and ability to perform the essential duties of the position.