Call Center Supervisor

TEKsystems
$62,000.00 - $66,000.00 / yr
401(k)
United States, South Dakota, Sioux Falls
Jul 18, 2025
Our client, a leader in the technology support space, is seeking a Call Center Supervisor to lead a team of Tier-2 and Tier-3 technical support professionals. This is a fantastic opportunity for someone with a strong technical experience and proven leadership experience in a call center environment. The role is based onsite and supports clients across the U.S. and Canada, primarily in the hospitality industry. Key Responsibilities: * Supervise a team of technical support agents handling escalated support calls. * Oversee daily operations including call prioritization, workload distribution, and escalation management. * Provide coaching, mentorship, and performance feedback to team members. * Monitor KPIs such as average speed of answer, SLA adherence, and quality assurance. * Ensure effective handling of both front-line (80%) and advanced (20%) technical issues. * Manage communication channels, with 90% of support via phone and 10% via email. * Foster a collaborative and high-performing in-office team environment. What We're Looking For: * Experience supervising in a call center or service desk environment. * Strong technical aptitude with the ability to quickly grasp IT concepts (e.g., networking, hardware, configuration). * Excellent leadership, coaching, and team development skills. * Ability to manage escalations and prioritize tasks effectively. * Familiarity with performance metrics and quality assurance standards. * Some experience with corrective action processes is preferred. Preferred Qualifications: * Background in hospitality tech support is a plus. Pay and Benefits The pay range for this position is $62000.00 - $66000.00/yr. 401(k) - Retirement savings account with employer match of 100% up to 2% of the contribution - option for both pre-tax & ROTH contributions Flexible Spending Accounts - Pay for health care expenses (i.e. deductibles, copays) and/or dependent care expenses with pre-tax dollars - administered by Optum Offer health, vision, and dental. Can provide additional benefit information upon request. Workplace Type This is a fully onsite position in Sioux Falls,SD. Application Deadline This position is anticipated to close on Jul 25, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.