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Job Title: Customer Service Supervisor
Location: Saint Paul, MN (Hybrid - 3 days in office required)
Compensation: $33-$36 per hour

Position Summary

We are seeking an experienced Customer Service Supervisor to lead a team of customer service professionals within a multi-line contact center environment. This individual will oversee daily operations, manage team performance, and ensure service levels and customer satisfaction standards are consistently met. The ideal candidate will bring strong leadership, analytical, and coaching skills to foster team development and continuous improvement.

Key Responsibilities

• Supervise and support contact center associates handling inbound customer interactions across multiple service areas.

• Monitor team performance to ensure compliance with established service levels, quality benchmarks, and operational standards.

• Lead workforce planning, scheduling, and real-time staffing adjustments in coordination with workforce analysts.

• Provide performance feedback, coaching, and development for individual associates and the team as a whole.

• Conduct quality assurance reviews and implement improvement strategies based on coaching and performance data.

• Champion a customer-first mindset and foster a positive, collaborative, and high-performing team environment.

• Stay current with industry best practices and contact center technologies; recommend and implement enhancements to systems and workflows.

• Collaborate with cross-functional departments on initiatives, projects, and service improvements.

• Manage change and communicate effectively to ensure team alignment with organizational goals.

• Evaluate current procedures and develop plans for improved efficiency, service delivery, and employee engagement.

Required Qualifications

• Proven experience in a customer service or contact center environment.

• Must have 3+ years of customer service supervisor experience.

Preferred Qualifications

• Background in financial services, insurance, or other regulated industries.

• Strong leadership and coaching skills, with the ability to motivate and develop high-performing teams.

• Experience resolving complex customer issues and driving continuous improvement.

• Ability to understand and manage multiple service lines with different performance and compliance requirements.

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