Contact Center Team Lead / Supervisor
Immersion Consulting, LLCPennsylvania, United States
Posted March 26, 2026
Full Time
About the Company
Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience.
Job Description
The Contact Center Supervisor provides day-to-day guidance and support to a team of 10–20 Contact Center Agents, focusing on team performance, coaching, and operational support.
Requirements
- Provide daily guidance, coaching, and support to assigned agents
- Reinforce customer service expectations, workflows, and policies
- Assist with onboarding and ongoing development of team members
- Monitor agent performance, including call quality, productivity, and adherence
- Conduct regular coaching sessions to address performance gaps and reinforce strengths
- Serve as the first point of escalation for complex or sensitive customer issues
- Monitor daily operations to ensure adequate coverage and responsiveness
- Partner with leadership, QA, and Workforce Management teams to support service levels