Supervisor - Support Center

Summary

Athens Services is seeking experienced Support Center Supervisors to lead teams within our high-volume customer contact center. Supervisors will oversee groups of 10–20 Account Specialists, organized by location and service function, ensuring exceptional customer service, operational efficiency, and employee engagement.
This role is ideal for a proven people leader with a strong background in call center or contact center operations. We are open to candidates from any industry, provided they have demonstrated success leading frontline customer service teams, driving performance, and developing employees in a fast-paced environment.
The Athens Support Center Supervisor will be responsible for coaching and developing team members, managing daily operations, monitoring key performance metrics, resolving escalated customer concerns, and fostering a culture focused on accountability, service excellence, and continuous improvement.

Job Description

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a team of 10–20 account specialists.
• Set clear performance expectations and hold team members accountable for achieving service, quality, and productivity goals.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Identify high-potential employees and support career development and succession planning.
• Foster a positive, inclusive, and high-performing team culture.

Customer Experience Excellence

• Ensure delivery of exceptional customer service across all customer interactions.
• Monitor customer satisfaction metrics and implement actions to improve performance.
• Manage and resolve escalated customer concerns in a professional and timely manner.
• Promote a customer-first mindset and white-glove experience throughout the team.

Contact Center Operations

• Oversee day-to-day contact center activities to ensure service levels and operational objectives are met.
• Monitor service level, call volume, productivity, attendance, schedule adherence, quality scores, and other key performance indicators.
• Partner with leadership to balance staffing needs and maintain service standards.
• Ensure compliance with company policies, procedures, and customer service standards.

Performance Management

• Analyze team and individual performance metrics to identify opportunities for improvement.
• Develop and execute action plans to improve productivity, quality, and customer satisfaction.
• Recognize and reward strong performance while addressing performance concerns promptly and effectively.
• Utilize reporting tools and data to drive decision-making and operational improvements.

Training & Continuous Improvement

• Identify training and development needs within the team.
• Support onboarding and ongoing training initiatives.
• Recommend and implement process improvements that enhance efficiency and the customer experience.
• Collaborate with cross-functional teams to streamline workflows and improve service delivery.

Qualifications

Required

• 5+ years of experience in a call center, contact center, or customer service environment.
• Minimum 2 years of direct people leadership experience managing frontline customer service teams.
• Demonstrated success leading teams in a metrics-driven environment.
• Strong coaching, employee development, and performance management skills.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Proficiency with contact center technologies, workforce management systems, CRM platforms, and Microsoft Office applications.

Preferred

• Associate's or Bachelor's degree in Business, Communications, Management, or a related field.
• Experience leading teams of 10+ employees in a customer-facing contact center environment.
• Experience with customer satisfaction, quality assurance, and workforce management metrics.

What We're Looking For

The successful candidate will be:

• A strong people leader who can motivate, coach, and develop teams.
• Experienced in managing performance within a contact center environment.
• Comfortable using data and metrics to drive results.
• Customer-focused with a passion for service excellence.
• A clear and confident communicator who can build trust at all levels of the organization.
• Adaptable, resilient, and capable of leading through change.

Benefits: