Position Summary:
Do you like making an impact on someone’s life? Can you work under pressure? If so, our Contact Center Supervisor position may be perfect for you, and we invite you to apply! The Contact Center Supervisor will oversee agents handling inbound and outbound calls, providing exceptional customer service, and resolving inquiries efficiently. The ideal candidate should possess excellent communication skills, leadership abilities, and experience in managing a team of Customer Service Representatives (CSRs). This is a temporary remote position requiring a quiet, secure, and confidential workspace with a consistent internet speed of at least 100 Mbps download and 40 Mbps upload.
At Tidal Basin Customer Relations (TBCR), we understand the importance of seamless communication, whether in times of crisis or calm. Our contact center provides top-tier support for our clients, ensuring seamless coordination, rapid response, and exceptional service quality, one contact at a time.
This position is exclusively available to residents of Hawaii. Applicants must be currently residing in Hawaii and demonstrate proof of residency to be considered for this role.
Job Duties and Responsibilities include:

• Supervise daily operations of the call center, ensuring all facets meet program objectives and customer expectations.
• Provide leadership, guidance, and support to team members.
• Conduct regular team meetings to communicate updates, share feedback, and discuss performance.
• Manage staffing schedules and document attendance.
• Handle escalated customer issues and complaints.
• Ensure compliance with quality standards through monitoring and coaching.
• Maintain and improve call center operations by monitoring system performance and resolving issues.
• Develop and maintain a positive, customer service-centric culture.

Skills and Competencies:

• Excellent organizational skills and attention to detail.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to manage multiple tasks and priorities simultaneously.
• High level of emotional intelligence and empathy.
• Ability to work independently with little supervision.

Required Education and Experience:

• High school diploma or equivalent (bachelor’s degree in business administration, Management, or a related field preferred).
• Minimum of 2-3 years of experience in a contact center environment, preferably in a supervisory or team lead role.
• Demonstrated ability to use MS Office suite (Teams, Outlook, and Excel).
• Strong understanding of customer service principles and contact center operations.
• Proven experience in supervising and leading teams.
• Ability to communicate effectively with team members, management, and customers.
• Experience with performance monitoring and evaluation techniques.

Preferred Qualifications:

• Experience in the emergency management or disaster relief industry.
• Familiarity with contact center software and systems (e.g., CRM, IVR, ACD).
• Knowledge of IT and technical support processes.

Collaborative Culture:
“Well-being is at the heart of everything we do. We are all equals. Equally empowered, trustworthy, and down to earth. We collaborate to provide the best solution and become partners with our clients and the communities we serve. We are stronger together.”
Hourly pay range is $20-$23.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Upon hire, secondary employment must be disclosed and approved.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
 

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