Customer Service Surge Supervisor

Systems & Methods, Inc. (SMI)

Customer Service Surge Supervisor overseeing call center operations for SMI, a provider of human services technology. Responsibility includes training staff and managing performance evaluations in a remote setting.

Posted 4/15/2026full-timeRemote • Texas • 🇺🇸 United StatesJunior💰 $55,000 per yearWebsite

About the role

Key responsibilities & impact

Foster team excellence by establishing explicit performance objectives
Manage daily call and chat volumes and assign specialist tasks
Execute performance plans and evaluations for direct reports
Monitor agent productivity and provide feedback; maintain documentation
Lead training and development of new hires and staff
Maintain high data integrity with daily operational metrics
Identify technical issues and adhere to Standard Operating Procedures

Requirements

What you’ll need

High school diploma or equivalent
Minimum of one year experience in a supervisory role in customer service or call center technology
Familiarity with Child Support and SDU policies and procedures
Proficient in using copiers, scanners, printers, webcams, and basic computer setups
Skills in using standard computer accessories like keyboards, mice, and 10-key pads
Fluent in English

Benefits

Comp & perks

Benefits effective after 30 days
Quick and easy PTO accrual
401k employee and employer contribution
Paid Training
Health Club Reimbursements
Career Growth Opportunities
Casual Dress Code
Coworkers Who Feel Like Family

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

performance managementdata integritycall center technologycustomer servicetechnical issue identification

Soft Skills

team leadershiptraining and developmentperformance evaluationfeedback provisionorganizational skills

Certifications

high school diploma