Call Center Supervisor

🔥 2 minutes ago

🦬 Wyoming – Remote

🦬 Wyoming – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Briljent

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

💼 Consulting

🏥 Healthcare

🏛️ Government

Consulting • Healthcare • Government

Briljent is a consulting and professional services firm that helps organizations bridge the gap between strategy and execution by focusing on people and performance. Since 1998, Briljent has delivered training, organizational change management, project and program management (PMO), health strategy and innovation, staffing services, and integrated solutions that combine consulting, project delivery, and workforce augmentation. They work with government (state and federal), healthcare and human services, education, and private sector clients (including Fortune 500 companies) to support technology implementations, compliance initiatives, workforce readiness, and complex transformations. Briljent emphasizes instructional design, certified change practitioners, PMPs, former healthcare policy and Medicaid leaders, and a proven recruiting process to deliver measurable outcomes such as increased adoption, reduced risk, and sustainable organizational change.

📋 Description

• Provide daily supervision, guidance, and support to Call Center Representatives. • Monitor attendance, schedule adherence, productivity, call quality, and customer service performance. • Coach employees and provide timely, constructive feedback to improve performance. • Assist representatives with complex questions and handle escalated customer concerns when necessary. • Ensure the team provides customers with accurate, consistent, and professional service. • Monitor customer interactions and documentation for accuracy and compliance with established standards. • Coordinate daily work assignments and help maintain adequate coverage during periods of changing call volume. • Support new-hire training, ongoing coaching, and communication of procedural updates. • Reinforce confidentiality requirements and the proper handling of sensitive customer information. • Track team performance and prepare operational updates or reports for leadership. • Identify recurring customer issues, training needs, and opportunities to improve processes. • Collaborate with leadership to resolve operational concerns and support established goals. • Maintain a positive, accountable, and customer-focused remote work environment. • Perform additional job-related duties as assigned.

🎯 Requirements

• High school diploma or GED; associate or bachelor’s degree preferred. • At least two years of customer service, call center, or related experience preferred. • Previous supervisory, team lead, coaching, or mentoring experience strongly preferred. • Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule. • Strong leadership, communication, organization, and problem-solving skills. • Ability to coach employees, address performance concerns, and manage escalated customer situations professionally. • Strong attention to detail and the ability to manage multiple priorities. • Comfortable using call center technology, web-based systems, reporting tools, and Microsoft Office applications. • Ability to interpret procedures and clearly communicate expectations to employees. • Dependable attendance and punctuality. • Ability to lead and support employees effectively in a remote environment. • Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information. • Experience supporting high-volume customer service operations, government programs, human services, or seasonal call center operations is preferred but not required.