Contact Center Supervisor II

Job Description:

SUMMARY

The National Contact Center Supervisor is responsible for the day-to-day leadership, coaching, development, and performance management of a team of Customer Service Representatives (CSRs) who serve as the primary point of contact for customers, nationwide.

This role focuses on creating a high-performance, customer-centric culture through ongoing coaching, call quality evaluations, training, employee development, and performance management. The National Contact Center Supervisor serves as the first level of escalation for customer concerns and works closely with the National Contact Center Manager to execute strategic customer experience initiatives, improve service delivery, and enhance operational effectiveness.

The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

· 25% Coaching, Performance Management & Employee Development

Conduct regular one-on-one coaching sessions focused on customer interactions, call handling, performance improvement, and professional growth.

Review call recordings, quality scores, customer feedback, and performance metrics to identify coaching opportunities.

Develop individual development plans and career growth pathways for CSRs.

Provide consistent feedback, recognition, and corrective coaching to improve employee performance and engagement.

Lead performance management activities, including goal setting, evaluations, and development discussions.

· 20% Call Quality & Customer Experience Excellence

Monitor customer interactions to ensure compliance with service standards and customer experience expectations.

Analyze quality trends and identify opportunities to improve first-contact resolution, customer satisfaction, and operational efficiency.

Reinforce consistent execution of customer service standards, processes, and best practices.

Drive adoption of customer experience initiatives established by the National Contact Center Manager.

· 15% Training & Team Capability Development

Facilitate onboarding, cross-training, refresher training, and skill development programs.

Partner with leadership and subject matter experts to identify training needs and implement developmental solutions.

Ensure representatives maintain knowledge proficiency across products, services, systems, and operating procedures.

Support training initiatives that improve customer interactions and employee effectiveness.

· 15% Escalation Management

Serve as the primary point of escalation for complex customer concerns, service recovery situations, and high-impact issues.

Resolve customer issues professionally while balancing customer needs and business objectives.

Identify recurring issues and partner with leadership to implement corrective actions and process improvements.

Act as the first line of defense for both internal and external customer escalations.

· 15% Team Leadership & Operational Execution

Lead and support a team of customer-facing representatives, including remote employees across multiple locations and shifts.

Communicate organizational priorities, departmental goals, and performance expectations.

Ensure appropriate staffing coverage and adherence to operational standards.

Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

· 10% Continuous Improvement & Strategic Support

Execute customer experience strategies and operational initiatives established by the National Contact Center Manager.

Identify trends impacting customer satisfaction, employee performance, or service effectiveness.

Recommend process improvements, workflow enhancements, and customer experience solutions.

Participate in special projects and cross-functional initiatives supporting organizational objectives.

Updated Supervisory Responsibilities

This position directly supervises Customer Service Representatives and carries out supervisory responsibilities in accordance with company policies and applicable laws. Responsibilities include:

· Interviewing, hiring, onboarding, and training employees.

· Conducting coaching sessions and performance reviews.

· Monitoring call quality and service performance.

· Planning and directing team activities.

· Recognizing employee achievements and addressing performance concerns.

· Supporting employee engagement, retention, and development.

· Resolving escalated customer and employee issues.

Other responsibilities or special projects not specifically listed may also be assigned.)

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

· Associate's degree required; Bachelor's degree preferred.

· Minimum 4–6 years of customer service, contact center, or customer support experience.

· Minimum 2 years of people leadership or supervisory experience.

· Experience leading remote or geographically dispersed teams preferred.

· Experience coaching frontline customer service representatives in a high-volume contact center environment strongly preferred.

Preferred Experience

· Strong understanding of contact center operations, customer experience principles, and performance metrics.

· Experience with quality monitoring, call coaching, and employee development programs.

· Knowledge of customer satisfaction, service level performance, first call resolution, and contact center best practices.

· Proficiency with CRM, telephony, workforce management, and customer service technologies.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

· Coaching & Development

Demonstrates a strong ability to develop employee capability through effective coaching, feedback, mentoring, and continuous development.

· Customer Experience Leadership

Promotes a customer-first mindset and drives behaviors that improve customer satisfaction, loyalty, and service excellence.

· Emotional Intelligence

Effectively manages challenging situations, demonstrates empathy, and builds trust with customers and employees.

· Change Agility

Successfully adapts to changing business needs and helps team members embrace organizational change.

· Data-Driven Decision Making

Uses performance metrics, quality data, and customer feedback to identify opportunities and drive improved outcomes.

· Influencing & Collaboration

Builds productive relationships across departments to resolve customer issues and achieve organizational objectives.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

· Regularly required to sit and operate standard office equipment.

Working Conditions

Professional office environment and occasional time spent in a warehouse and/or manufacturing environment. Personal Protective Equipment (PPE) must be worn in required locations including but limited to eyes, ears, foot and/or other protective devices as required.

Hours of Work

· Rotating hours to support the 24/7 needs of a National Contact Center, that may include nights and/or weekends.

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.