Call Center Supervisor

Title: Call Center Supervisor

Location: Naperville United States

Job Description:

Overview

The Customer Service Supervisor plays a critical role within the organization, leading a team of 30+ associates to deliver outstanding customer service in an inbound call-handling environment. The team supports external customers participating in reward programs sponsored by ampliFI clients. This role combines leadership, coaching, and operational oversight to ensure excellent service delivery and team performance.

Responsibilities

• Schedule Monday through Friday 1:30 pm to 10 pm , with onsite hybrid requirement.
• Lead, coach, and provide career guidance and feedback to associates on performance and goals.
• Provide onsite support to maintain a positive work environment and exceptional customer experience.
• Ensure compliance with company policies and processes. Administer performance management through coaching, training, development, and corrective actions.
• Perform quality checks, develop and review performance reports, and implement measures to improve team performance.
• Manage workflow distribution and floor operations to ensure service levels are consistently met.
• Resolve complex escalated client concerns and disputes in line with SLA requirements.
• Conduct bi-weekly team meetings with team leads.
• Serve as a backup for the Customer Service Manager as needed.
• Provide technical support related to phone systems or representative queries.
• Create and update program overviews, review IVR scripts, and assist with Spanish translations if applicable.
• Monitor call metrics and recommend improvements when scores fall below 85%.
• Enforce company policies and support team leads with operational tasks when required.
• Manage and back up workforce scheduling and timecard administration.
• Train representatives as needed to ensure skill development and performance standards.
• Take supervisor calls and provide backup call coverage during high-volume periods to assist in clearing the queue.

Essential Skills and Experience

• High school diploma or equivalent required.
• Minimum 4 years of call center team management experience.
• Demonstrated expertise with call center systems and applications.
• Ability to work flexible hours.
• Strong computer skills, including Microsoft Office, Windows, Google Suite, and web browsers.
• Excellent communication, time management, problem-solving, and interpersonal skills.
• High level of patience and empathy in customer and team interactions.
• Active listening and interpersonal skills.
• Strong problem-solving and decision-making abilities.

Preferred Skills and Experience

• Experience in reward program or customer loyalty environments.
• Familiarity with workforce management tools and performance analytics

Key Competencies and Attributes

• Inspires, motivates, and guides a high-performing customer service team, fostering a culture of accountability, collaboration, and continuous improvement.
• Maintains a strong customer focus with a commitment to delivering exceptional experiences and resolving issues effectively.
• Exhibits clear, concise, and persuasive communication skills, including active listening.
• Utilizes data and metrics to identify trends, drive performance improvements, and optimize processes.
• Skilled at evaluating complex issues, identifying solutions, and implementing effective actions.
• Demonstrates high emotional intelligence in managing team and customer interactions.
• Focuses on efficiency, quality assurance, and continuous improvement in call center operations.
• Collaborate effectively with other departments to resolve issues and implement process improvements.
• Manages multiple priorities and maintains performance under pressure.
• Proficient in call center systems (IVR, CRM, chat), reporting tools, and workforce management software.

Work Arrangement

• Based at ampliFI's Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly.

Physical Requirements

This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required.

Other Duties

Duties, responsibilities, and activities are not all encompassing and may change at any time with or without notice. To perform this job successfully, an individual must be able to satisfactorily carry out each essential duty. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions

The compensation range listed below represents the potential salary for this role at the time of posting. However, the final salary may be higher or lower than the stated range, and this range may be adjusted in the future. An employee's placement within the salary range will depend on various factors, including but not limited to relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any applicable collective bargaining agreements, and the needs of the business or organization. The salary range for this role is $40,000 to $46,000 per year.

About ampliFI

At ampliFI Integrity guides every decision, Curiosity drives innovation, and Advocacy ensures we always put our clients and teammates first. We foster a supportive, fun workplace where your contributions are valued, and your growth is encouraged.

ampliFI provides fully outsourced, customized credit and debit card loyalty programs exclusively focused on banks and credit unions nationwide. For nearly two decades, we have delivered compelling rewards programs, unique earn and burn opportunities and card-linked programs to leverage merchant funded offers. Here at ampliFI, we are always looking for more great people to be a part of the relentless pursuit of excellence in everything we do.

Benefits and Perks

• Competitive pay plus 401(k) with employer match
• Medical, dental, vision, and life insurance
• Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
• Tuition Reimbursement
• Paid time off, company holidays, and parental leave
• Employee Assistance Program
• Hybrid work environment with flexible hours
• Onsite perks including gym access and snacks
• Employee recognition programs celebrating milestones and achievements
• Growth opportunities within a supportive, team-oriented environment

ampliFI Loyalty Solutions embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills because we believe that the more inclusive we are, the greater impact we can make together.