Supervisor, Customer Contact Center - TJC

Primary Purpose
Supervises frontline customer contact staff to ensure daily service levels, quality targets, and compliance requirements are consistently met. Converts operational plans into effective shift‑level execution through active coaching, monitoring, and issue resolution.

Duties and Responsibilities

• Supervises daily staffing, schedules, adherence, and real‑time queue performance to meet service commitments.
• Monitors individual and team performance across quality scores, handle time, first contact resolution, and adherence.
• Provides structured coaching using call observations, quality results, and documented feedback plans.
• Resolves customer escalations beyond frontline authority and ensures accurate documentation and follow‑through.
• Enforces compliance with customer protection, privacy, regulatory, and internal policy requirements.
• Conducts performance check‑ins, attendance management, and corrective actions when required.
• Supports onboarding by reinforcing training concepts and validating readiness for independent work.
• Communicates operational changes, service expectations, and performance results to staff.
• Performs other duties as assigned.

PHMSA

Qualifications

Required Education

• Typically requires a 4 year degree in a relevant field, or equivalent combination of relevant education and experience.

Required Experience

• Typically requires 3 years of related experience.

Required Knowledge, Skills and Abilities

• Ability to handle sensitive customer situations requiring supervisory involvement.
• Ability to make day-to-day decisions affecting customer interactions.
• Ability to provide clear guidance and feedback to front-line staff.
• Knowledge of common customer issues and escalation criteria.
• Knowledge of contact-center workflows, service standards, and performance metrics.
• Skill in coaching employees on effective customer-handling techniques.
• Skill in monitoring workload, quality, and adherence to procedures.

Other Qualifications

• This position adheres to Department of Transportation (DOT) regulations and will be subject to drug and alcohol testing as required by 49 CFR Part 40, 199, and 382, respectively. Applicants must meet all DOT requirements for safety-sensitive positions.