Senior Supervisor, Customer Contact Center (V-Assignment)

Primary Purpose
Oversees multiple teams or operational segments to ensure consistent service delivery, workforce utilization, and quality performance. Acts as the primary escalation point for complex operational issues and service disruptions.

Duties and Responsibilities

• Oversees staffing plans and workload allocation across teams, shifts, and skill groups.
• Reviews performance trends and implements corrective actions to address service gaps or quality risks.
• Coordinates response plans for volume spikes, technology outages, and service incidents.
• Ensures consistent interpretation and application of quality standards and escalation protocols.
• Leads resolution of repeated performance issues through targeted interventions.
• Develops frontline supervisors through structured coaching, calibration, and performance assessment.
• Partners with workforce management, training, and quality teams to align execution with plans.
• Ensures audit readiness by maintaining documentation and compliance controls.
• Performs other duties as assigned.