Call Center Supervisor

Titan Technologies

Call Center Supervisor managing customer service and technical support operations for Titan Technologies. Responsible for coaching team members and ensuring service levels are met.

Posted 7/18/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to develop high-performing teams while effectively managing performance and operational challenges. Proficient in call center applications and technical troubleshooting to enhance customer service and team productivity.

Highest-signal resume keywords

Leadership ExperienceCoaching And MentoringCall Center Applications ProficiencyTechnical TroubleshootingEmployee Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCall Handling TechniquesCustomer Service SkillsTechnical Support TroubleshootingAnalytical Problem-Solving

Soft Skills

Effective CommunicationTeam MotivationCollaborationAccountabilityContinuous Improvement

Tools & Technologies

Workforce ManagementMicrosoft Office ApplicationsTicketing Systems

Certifications & Qualifications

FLVS Level 2 Background ScreeningTitan Drug Screening

Industry Keywords

Call CenterHelp DeskCustomer SatisfactionOperational UpdatesEmployee Documentation

About the role

Key responsibilities & impact

Supervise, coach, mentor, and motivate team members to develop the skills and competencies needed to achieve individual and team performance goals.
Promote a positive, collaborative work environment that encourages accountability, engagement, and continuous improvement.
Monitor agent performance, quality, productivity, attendance, and adherence to established standards by providing timely coaching, recognition, performance feedback, performance evaluations, and corrective action when appropriate.
Support employee development by improving call handling techniques, customer service skills, and technical support troubleshooting while driving overall team performance.
Communicate project updates, policy changes, and operational expectations to staff, ensuring understanding and compliance.
Serve as a liaison between Titan leadership and customer stakeholders by providing timely and accurate operational updates, coordinating daily communications, managing customer and agent escalations, and supporting the successful delivery of program objectives.
Partner with customer representatives and internal leadership to resolve operational challenges, communicate emerging trends, and identify opportunities to improve service delivery and customer satisfaction.
Promote continuous process improvement by encouraging team participation in identifying efficiencies and implementing improvements.
Collaborate with fellow supervisors and management to build consensus, share best practices, resolve challenges, and support department initiatives.
Assist Human Resources and project leadership with recruiting activities, interviewing candidates, onboarding, employee documentation, performance management, and employee separation processes.
Maintain attendance records, process employee documentation, assist with timesheet completion, and submit payroll information as required.
Lead team meetings by preparing materials, facilitating discussions, and communicating meeting outcomes and follow-up actions.
Demonstrate sound business judgment, analytical problem-solving, and effective verbal and written communication while managing multiple priorities independently.
Support department projects, special assignments, schedule adjustments, and other operational needs as business requirements dictate.

Requirements

What you’ll need

Current Titan Technologies Call Center/Help Desk Team Lead in good standing.
Minimum of two (2) years of experience supporting the FLVS call center program.
Demonstrated leadership, coaching, and employee development experience with a proven ability to manage performance and build high-performing teams.
Demonstrated ability to troubleshoot common computer and telephone issues to assist agents and customers with resolving technical issues.
Proficiency using call center applications, workforce management, Microsoft Office applications, and ticketing systems.
Ability to work all assigned shifts and contract hours as needed: Call center operating hours are currently Monday-Friday 6:00 am – 8:00 pm CST, and Saturday-Sunday 8:00 am – 4:30 pm CST, including holidays as needed.
Must have successfully cleared the FLVS Level 2 background screening and Titan drug screening requirements.