EG4 Electronics

Contact Center Support Supervisor

EG4 Electronics

full-time

Posted on:

Location Type: Office

Location: Sulphur Springs • Texas • United States

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About the role

  • Oversee day to day operations of off site support teams across multiple communication channels.
  • Ensure consistent quality, accuracy, and timeliness of support delivered across both communication channels.
  • Maintain close operational communication with off site supervisors, trainers, and team leads.
  • Monitor KPIs such as response times, resolution quality, customer satisfaction, backlog management, and call handling metrics.
  • Conduct reviews of email responses, phone interactions, and ticket documentation for accuracy and compliance with EG4 standards.
  • Identify performance gaps and implement coaching or corrective action plans.
  • Maintain daily end of day accountability for email queue health, customer reach outs, and phone performance metrics.
  • Support onboarding, continuous training, and skill development for offshore teams.
  • Provide structured coaching, feedback sessions, and performance touchpoints.
  • Collaborate with EG4 trainers and SMEs to ensure offshore teams remain current on new products, firmware updates, troubleshooting procedures, and support processes.
  • Travel periodically to support training initiatives, quality audits, coaching sessions, and operational alignment for off site teams.
  • Serve as the primary operational link between off site support teams and EG4 leadership.
  • Review escalations for accuracy before routing to solutions or RMA teams.
  • Work with internal departments including R&D, Customer Care, Solutions, and Product Teams to communicate trends and field issues.
  • Identify workflow inefficiencies, documentation gaps, or system issues impacting offshore performance.
  • Recommend and implement improvements that increase operational efficiency and customer satisfaction.
  • Maintain and refine SOPs for off site support teams in alignment with EG4 standards.
  • All other duties as assigned.

Requirements

  • Experience in technical support or contact center environments.
  • Strong understanding of EG4 products and troubleshooting fundamentals.
  • Proven ability to lead and develop remote or off site support teams.
  • Ability to analyze performance metrics and implement improvements.
  • Must be able to travel internationally to Panama on a semi frequent basis.
Benefits
  • EEO Statement: EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingperformance metrics analysiscoachingSOP developmentKPI monitoringbacklog managementcall handlingemail response reviewcompliance standards
Soft Skills
leadershipcommunicationteam developmentoperational efficiencyproblem-solvingcollaborationfeedback deliverytraining supportperformance evaluationcustomer satisfaction focus