Job Description

TelaForce, a Titan Technologies company, has an immediate opening for a Call Center Supervisor to support our customer service and technical support call center operations across multiple customer programs, including Florida Virtual School (FLVS) and other Titan call center programs based on business needs.

The Call Center Supervisor provides day-to-day leadership, coaching, and operational oversight for a team of call center representatives delivering customer service and technical support to clients. This role is responsible for ensuring service levels, quality, productivity, and customer satisfaction goals are achieved while promoting employee engagement and professional development. The supervisor also serves as a key liaison between Titan leadership and customer stakeholders by providing operational updates, managing escalations, and supporting the successful delivery of program objectives.

This internal opportunity is open only to current Titan Technologies employees serving in a Call Center/Help Desk Team Lead role. If you are looking to take the next step in your leadership career and enjoy developing others while making a positive impact on our operations, we encourage you to apply.

Key Responsibilities:

• 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.

Required Qualifications:

• 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.

Required Education:

• High School diploma or GED equivalent.