Pay: $28-$29hr
Schedule: Monday – Friday 8:00am – 4:30 pm
Location: Jacksonville, FL

Key Responsibilities

• Supervise daily operations, including attendance, schedule adherence, productivity, and performance goals.
• Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
• Provide ongoing support and guidance to agents regarding customer interactions and operational processes.
• Monitor and improve team performance through coaching, feedback, and corrective action when necessary.
• Serve as the primary escalation point for customer and employee concerns.
• Partner with Workforce Management to ensure adequate staffing and coverage.
• Reinforce company policies, procedures, and process updates.
• Foster a positive, accountable, and engaged team environment.
• Track and analyze key performance indicators (KPIs) to drive results.

Qualifications

• Previous supervisory or team leadership experience, preferably in a contact center environment.
• Strong coaching, communication, and conflict-resolution skills.
• Experience managing performance metrics, schedules, and service levels.
• Proficiency in Microsoft Excel, including Pivot Tables and VLOOKUP.
• Ability to prioritize competing demands and adapt to changing business needs.
• Comfortable handling escalated customer situations in a fast-paced setting.
• High school diploma or equivalent required; Bachelor's degree preferred.

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:

When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.