Position Purpose:

The Contact Center Supervisor Sales – GCC leads and coaches an assigned team in a fast-paced, sales-oriented contact center environment, ensuring high-quality customer interactions while building and retaining strong customer relationships. This role is responsible for driving performance through the consistent execution of sales initiatives, reinforcing a results-focused mindset, and ensuring the timely delivery of company products and services. The Supervisor contributes to the overall success and profitability of the contact center by ensuring their team meets or exceeds department goals, objectives, and sales performance expectations.

This leader is accountable for the direct supervision of associates, including selection, performance management, and professional development.  The Contact Center Supervisor leads by example—remaining highly engaged with their team while actively teaching, coaching, and training associates to strengthen sales behaviors, customer engagement skills, and overall performance. Success in this role requires the ability to motivate and inspire others, translate strategy into action, and develop associates who are confident in delivering solutions that drive both customer satisfaction and business results.

The Contact Center Supervisor partners closely with leadership to consistently execute strategies and objectives set forth by management and is responsible for recruiting, hiring, training, and developing customer service associates to achieve both operational and sales-driven outcomes. The ideal candidate is self-motivated, thrives in a performance-based environment, and is able to clearly articulate their experience leading teams, driving sales initiatives, and coaching others toward measurable success.

Strong verbal and written communication skills are essential, as this role regularly interacts with internal and external stakeholders and requires the ability to communicate expectations, performance feedback, and results effectively.

This position is based in Houston, Texas, the ideal candidate will reside in the Houston Metro area. The role follows a hybrid schedule with on-site presence required Monday through Thursday at the GCC location to support collaboration, coaching, and team engagement. Remote work is permitted on Fridays as well as during rotating weekend on-call coverage.

Key Responsibilities:

• 50% Action Oriented – Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
• 20% Drives Engagement – Supports the building and developing of an effective and high performance, team through training, coaching and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
• 15% Drives Results – Maintains statistics for individual direct reports, analyzes
• department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
• 15% Manages Conflict – Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries

Direct Manager/Direct Reports:

• This position typically reports to Contact Center Manager
• This position has 6+ Direct Reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• 1+ years of previous leadership experience

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1 +

Preferred Years of Work Experience:

• 2 +

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• 1+ years

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results