Contact Center Supervisor

Description

At Immersion Consulting, we’re driven by a simple mission: deliver meaningful work that makes a real impact. We support Federal agencies with high-quality customer experience, operational excellence, and innovative problem-solving. We rely on talented people to make that possible. Our teams are collaborative, mission-focused, and committed to helping others. The Contact Center Supervisor role is key to ensuring exceptional service for millions of customers, and we’re looking for individuals who take pride in accuracy, empathy, and professional growth.

Contact Center Supervisors oversee day-to-day operations of the Open Season Contact Center, ensuring staffing, service delivery, performance monitoring, and compliance with contract requirements. They ensure all agents meet quality and timeliness metrics.

Key Responsibilities:

• Supervise Contact Center Agents and ensure adherence to Open Season operating hours (8 AM–8 PM EST).
• Monitor agent performance, including call quality, accuracy, and productivity.
• Ensure compliance with performance standards such as AQL targets for speed of answer and customer satisfaction.
• Oversee escalation processes and handle complex customer issues.
• Support onboarding, training, and ongoing coaching of agents.
• Coordinate staffing to meet workload projections for Pre-, During-, and Post-Open Season.
• Review and validate daily IVR Statistics Reports and call center performance reports.
• Collaborate with the Project Manager and Quality Assurance Analyst to ensure continuous improvement.

Requirements

• High school diploma and 1–3 years of contact center or customer service experience.
• Strong communication and problem-solving skills.
• Ability to work in a high-volume, time-sensitive environment.