Charter Contact Center Supervisor

First Student

Charter Center Supervisor managing call center representatives to exceed customer expectations. Ensuring service excellence while fostering a culture of operational excellence.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provide day-to-day supervision of the Charter Center Representatives.
Assign individuals to work schedules and ensure staff adherence to assigned work schedules.
Manage the workforce to ensure that the call service level remains very high.
Track all charter activity and adjust as necessary to avoid conflict with peak call volume.
Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages.
Lead a team of direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions.
Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps.
Build and maintain strong relations with locations (internal customer)
Drive a culture of continuous improvements, new approaches, and personal excellence.
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers.
Run call lists and train outbound CCR’s on what verticals to target.
Ensure that revenue and contact center goals are met and communicate this progress to the CCR’s as a team unit.
Monitor inbound/outbound customer service calls to ensure call integrity, and proper phone technique.
Assist Charter Center Manager in the development and implementation of new programs or processes.

Requirements

What you’ll need

College Degree (or work equivalent)
High School Diploma or equivalent
At least 2 years proven call center supervisory experience
2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
Strong Computer skills with Microsoft (Word, Excel, PowerPoint) as well as be Internet Savvy
Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
Industry experience preferred.
Outstanding customer service, communication and interpersonal skills.
Charter booking experience preferred.
School Bus transportation experience preferred.

Benefits

Comp & perks

Provide unmatched care and the safest ride to school
Focus on safety
Care for our students

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center supervisory experiencecustomer servicetraining developmentworkforce managementcontingency planningcall monitoringrevenue trackingprogram implementationMicrosoft WordMicrosoft Excel

Soft Skills

leadershipcoachingmotivationcommunicationinterpersonal skillsrelationship buildingadaptabilityfocusteamworkcontinuous improvement