Supervisor

Description

PMC Integrity LLC provides contact-center services to government and enterprise clients. We’re looking for an experienced Supervisor to coach, develop, and lead a team of Customer Service Representatives (CSRs) while meeting quality and service goals.

• Supervise CSR work to ensure quality standards, deadlines, and procedures are met; correct errors and remove roadblocks. 
• Evaluate performance; recommend discipline, PIPs, and terminations in partnership with HR; address performance concerns constructively. 
• Ensure Wage & Hour compliance, including required breaks for non-exempt staff. 
• Coach weekly, identify training needs, and support development. 
• Monitor SLAs and quality trends; analyze call types and provide regular coaching. 
• Participate in meetings; recommend policy and procedure improvements; lead departmental tasks and activities as needed. 
• Jump in on work to boost productivity or handle difficult issues; assist with escalations; perform other duties as assigned. 

Requirements

• Bachelor’s degree or 3+ years of relevant professional experience (or equivalent mix of education/experience). 
• High level of confidentiality; proficiency with Microsoft Office. 
• Strong organization and communication; thrive in a fast-paced, deadline-driven environment; work well both independently and as a team member. 
• Ability to remain in a stationary position for extended periods