Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Overview
The Senior Supervisor is a performance-management layer positioned directly between the front-line Supervisors and the Operations Manager. This role exists to lift the performance of the supervisory team and the CSR teams they lead, through data-driven trend analysis, structured coaching of Supervisors, and the design of targeted improvement plans. Rather than managing a CSR team directly, the Senior Supervisor develops the people who do, translating operational data into concrete actions that move KPIs and strengthen client outcomes.
Responsibilities
- Supervisor performance management. Own the development and accountability of the assigned Supervisor group. Set expectations, track individual and team performance against KPIs, and hold structured performance conversations that drive measurable improvement.
- Trend analysis and reporting. Analyze performance data across teams to identify trends, root causes, and behavioral patterns. Translate findings into prioritized, actionable improvement opportunities for Supervisors and their teams.
- Coaching the coaches. Conduct regular one-on-one coaching with each assigned Supervisor to strengthen their coaching quality, performance-management skills, and consistency in executing action plans.
- Action-plan design and execution. Develop and oversee action plans that close individual and team performance gaps, ensuring alignment with KPIs and client expectations, and follow up to confirm execution and impact.
- Escalation bridge. Serve as the operational link between Supervisors and the Operations Manager, surfacing risks, resource needs, and performance issues early and representing team-level needs to higher management.
- Quality and calibration oversight. Review supervisory monitoring and calibration practices to ensure consistency across teams and alignment with client quality requirements.
- Continuous improvement. Coordinate meetings, focus groups, and calibration sessions to raise overall productivity and embed a culture of accountability and continuous improvement across the supervisory group.
- Client alignment. Support strong client relationships by ensuring team-level performance meets client needs promptly and at the highest quality.
- AI-based coaching tools. Leverage AI-based coaching and analytics tools, where applicable, to analyze performance trends, identify behavioral patterns, and enhance coaching effectiveness across the supervisory team.
- Operational readiness. Maintain working knowledge of all program tasks, systems, and telecommunications capabilities, and enforce contact center policies and regulations.
Qualifications
- Minimum 3 months as a Supervisor within InteLogix. 3 to 6 months of internal supervisory tenure is required; internal experience in the role is mandatory for this position.
- Strong analytical capability. Demonstrated ability to analyze complex data sets, identify trends, and translate them into improvement opportunities is the core requirement of this role.
- Proven ability to build and develop strong relationships with employees, Supervisors, and clients.
- Effective problem-solving skills, adaptability, and quick, sound decision-making under pressure.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong verbal and written communication skills to convey ideas and feedback effectively.
- Excellent time management and multitasking skills.
- Proficiency with Microsoft Excel.
- Schedule flexibility to cover business needs and support on call as required; core schedule Monday to Friday.
- Must be 18 years of age or older.
- High School Diploma or equivalent required; bachelor's degree preferred.
- 3+ years of contact center experience.
Skills Required
- At least 3 months and 3 to 6 months of internal supervisory tenure with InteLogix
- At least 3 years of contact center experience
- Strong ability to analyze complex data, identify trends, and translate findings into improvement opportunities
- Ability to build and develop relationships with employees, Supervisors, and clients
- Effective problem-solving, adaptability, and sound decision-making under pressure
- Ability to manage multiple priorities in a fast-paced environment
- Strong verbal and written communication skills
- Excellent time management and multitasking skills
- Proficiency with Microsoft Excel
- Schedule flexibility to cover business needs and support on call as required
- At least 18 years of age
- High school diploma or equivalent
- Bachelor's degree
What We Do
We are a trusted leader in providing integrated solutions, leveraging cutting-edge technology to deliver exceptional customer experiences. With a dedicated team and a commitment to excellence, we are redefining industry standards and creating a brighter future for our clients and their customers. Our mission is to make lives better. We engage, listen, and resolve consumer concerns and obligations with empathy and innovation. We advocate for our clients brands and reputations as our own. Follow us, and discover the power of InteLogix
