Call Center Supervisor

🔥 14 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Titan Technologies

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

🏛️ Government

🏢 Enterprise

🤖 Artificial Intelligence

Government • Enterprise • Artificial Intelligence

Titan Technologies is a government-focused IT services and solutions company that provides managed IT services, AI/ML analytics and data management, systems integration and engineering, and contact center solutions. The firm supports federal and state customers—including defense and intelligence agencies—through government contract vehicles and strategic partnerships, delivering modernization (e. g. , ServiceNow), disaster recovery support, and enterprise IT operations. Titan emphasizes customer success, collaborative relationships, and tailored solutions to modernize legacy systems and implement AI-enabled capabilities.

📋 Description

• Supervise, coach, mentor, and motivate team members to develop the skills and competencies needed to achieve individual and team performance goals. • Promote a positive, collaborative work environment that encourages accountability, engagement, and continuous improvement. • Monitor agent performance, quality, productivity, attendance, and adherence to established standards by providing timely coaching, recognition, performance feedback, performance evaluations, and corrective action when appropriate. • Support employee development by improving call handling techniques, customer service skills, and technical support troubleshooting while driving overall team performance. • Communicate project updates, policy changes, and operational expectations to staff, ensuring understanding and compliance. • Serve as a liaison between Titan leadership and customer stakeholders by providing timely and accurate operational updates, coordinating daily communications, managing customer and agent escalations, and supporting the successful delivery of program objectives. • Partner with customer representatives and internal leadership to resolve operational challenges, communicate emerging trends, and identify opportunities to improve service delivery and customer satisfaction. • Promote continuous process improvement by encouraging team participation in identifying efficiencies and implementing improvements. • Collaborate with fellow supervisors and management to build consensus, share best practices, resolve challenges, and support department initiatives. • Assist Human Resources and project leadership with recruiting activities, interviewing candidates, onboarding, employee documentation, performance management, and employee separation processes. • Maintain attendance records, process employee documentation, assist with timesheet completion, and submit payroll information as required. • Lead team meetings by preparing materials, facilitating discussions, and communicating meeting outcomes and follow-up actions. • Demonstrate sound business judgment, analytical problem-solving, and effective verbal and written communication while managing multiple priorities independently. • Support department projects, special assignments, schedule adjustments, and other operational needs as business requirements dictate.

🎯 Requirements

• Current Titan Technologies Call Center/Help Desk Team Lead in good standing. • Minimum of two (2) years of experience supporting the FLVS call center program. • Demonstrated leadership, coaching, and employee development experience with a proven ability to manage performance and build high-performing teams. • Demonstrated ability to troubleshoot common computer and telephone issues to assist agents and customers with resolving technical issues. • Proficiency using call center applications, workforce management, Microsoft Office applications, and ticketing systems. • Ability to work all assigned shifts and contract hours as needed: Call center operating hours are currently Monday-Friday 6:00 am – 8:00 pm CST, and Saturday-Sunday 8:00 am – 4:30 pm CST, including holidays as needed. • Must have successfully cleared the FLVS Level 2 background screening and Titan drug screening requirements.