Supervisor, Customer Contact Center - TJC

Primary Purpose
Supervises frontline customer contact staff to ensure daily service levels, quality targets, and compliance requirements are consistently met. Converts operational plans into effective shift‑level execution through active coaching, monitoring, and issue resolution.

Duties and Responsibilities

• Supervises daily staffing, schedules, adherence, and real‑time queue performance to meet service commitments.
• Monitors individual and team performance across quality scores, handle time, first contact resolution, and adherence.
• Provides structured coaching using call observations, quality results, and documented feedback plans.
• Resolves customer escalations beyond frontline authority and ensures accurate documentation and follow‑through.
• Enforces compliance with customer protection, privacy, regulatory, and internal policy requirements.
• Conducts performance check‑ins, attendance management, and corrective actions when required.
• Supports onboarding by reinforcing training concepts and validating readiness for independent work.
• Communicates operational changes, service expectations, and performance results to staff.
• Performs other duties as assigned.