Call Center Supervisor
TEKsystems
Posted Thursday, July 3, 2025
Posting ID: JP-005389837
Sioux Falls, SD
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We’re looking for an experienced Call Center Supervisor to lead a team of Tier-2 and Tier-3 support specialists providing technical assistance to clients across the U.S. and Canada.
What You’ll Do
- Supervise a team of 15 support professionals handling escalated technical issues
- Manage incoming support requests (90% phone, 10% email) related to network, configuration, and hardware issues
- Prioritize and distribute work based on urgency and escalation level
- Coach and develop team members to ensure high performance and continuous improvement
- Monitor KPIs such as average call speed, SLA adherence, and quality assurance
- Foster a collaborative, low-drama work environment focused on problem-solving
What We’re Looking For
- Proven experience in a call center leadership role
- Strong understanding of IT concepts and technical troubleshooting
- Ability to analyze performance metrics and drive team productivity
- Skilled in coaching, mentoring, and performance management
- Comfortable working in a hybrid environment (3 days onsite, 2 days remote)
Additional Details
- Work Hours: Monday–Friday, 8:00 AM – 5:00 PM
- Experience Level: Intermediate
- Start Date: August 2025
- Location: Sioux Falls, SD (on-site with some hybrid flexibility)
- Salary Range: $62,000 – $66,000 annually
Compensation:$66000
Contact Information
Email: gracinelson@teksystems.com
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
HybridLeadership
Coaching
Key Performance Indicators (KPIs)
Mentorship
Call Center Experience
Performance Metric
Business Metrics
Network Configuration And Change Management
