Contact Center Supervisor – Consumer Products Account

Stafford Communications Group

. Coach and support a team of Customer Service Representatives (CSRs) .

Posted 10/13/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong consultative customer service skills and a solid understanding of contact center operations, with the ability to analyze situations and implement effective solutions. Proficient in managing team performance, providing coaching, and facilitating training initiatives to enhance overall service delivery.

Highest-signal resume keywords

Customer Service ExperienceCoaching and MentoringPerformance Metrics AnalysisMicrosoft Office ProficiencyContact Center Environment Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics AnalysisCoaching and MentoringTechnical Support and TroubleshootingDocumenting Quality MonitoringCreating Training DocumentsProcess ImprovementTemplate Response CreationScheduling ManagementCustomer Escalation HandlingConsultative Customer Service

Soft Skills

Excellent Interpersonal SkillsStrong Organizational SkillsAdaptability to ChangeSolution-Oriented MindsetCollaborative Teamwork

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointClient Social Community Management Tool

Industry Keywords

Contact CenterCustomer ServiceQuality MonitoringSOPsLMS Materials

About the role

Key responsibilities & impact

Coach and support a team of Customer Service Representatives (CSRs)
Provide direction and feedback to improve consumer responses through contact reviews
Review metrics reports and communicate individual statistics to CSRs
Monitor team and CSR productivity
Conduct quality monitoring and participate in feedback and coaching sessions with CSRs and the Account Manager
Document quality monitoring and coaching results according to established SOPs
Provide input to annual CSR performance appraisals
Serve as the first point of contact for CSR assistance with customer concerns and escalations
Ensure correct procedures are followed and answer CSR questions regarding consumer handling
Recommend and create template responses for the client social tool
Propose process improvements to the Account Manager
Draft and update FAQs, training documents, and reports
Submit IT tickets for CSRs and the team
Prepare and adjust weekly CSR schedules
Manage time-off requests and document attendance
Alert the team to unplanned schedule adjustments
Participate in new-hire interviews
Coordinate the new-hire onboarding program under the Account Manager
Participate in client training initiatives and maintain current SOPs, FAQs, and LMS materials
Partner with the Training Coordinator to train users on the client social community management tool

Requirements

What you’ll need

Strong understanding of the contact center environment and key levers to enhance performance and achieve client targets
Consultative customer service skills, including analyzing customer situations and presenting solutions
Ability to learn quickly and adapt to changing needs and urgent projects
Solution-oriented and positive mindset that embraces change and stretch goals
Strong organizational skills and ability to prioritize objectives with little-to-no assistance
Ability to identify issues and create and execute solutions
Excellent interpersonal, communication, and organizational skills
Ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
Strong computer experience working on multiple software programs
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
Demonstrated ability to provide technical support and troubleshooting via multiple channels
Three years of customer service experience with supervisory duties, preferably in a call center
Must be authorized to work in the US without sponsorship

Benefits

Comp & perks

Fully remote work arrangement
Equal Opportunity/Affirmative Action employer