Call Center Supervisor

Briljent is seeking one Call Center Supervisor to oversee a remote team of Call Center Representatives supporting a long-term customer service program. The Call Center Supervisor will provide daily leadership and operational support to the team, including monitoring performance, coaching employees, assisting with escalated customer concerns, and ensuring established procedures and service standards are followed. The successful candidate will be organized, dependable, and comfortable leading a remote team in an environment where call volumes and staffing needs may fluctuate seasonally. This position operates on Pacific Time. We are only considering candidates who can consistently work the required Pacific Time schedule. Duties and Responsibilities Provide daily supervision, guidance, and support to Call Center Representatives. Monitor attendance, schedule adherence, productivity, call quality, and customer service performance. Coach employees and provide timely, constructive feedback to improve performance. Assist representatives with complex questions and handle escalated customer concerns when necessary. Ensure the team provides customers with accurate, consistent, and professional service. Monitor customer interactions and documentation for accuracy and compliance with established standards. Coordinate daily work assignments and help maintain adequate coverage during periods of changing call volume. Support new-hire training, ongoing coaching, and communication of procedural updates. Reinforce confidentiality requirements and the proper handling of sensitive customer information. Track team performance and prepare operational updates or reports for leadership. Identify recurring customer issues, training needs, and opportunities to improve processes. Collaborate with leadership to resolve operational concerns and support established goals. Maintain a positive, accountable, and customer-focused remote work environment. Perform additional job-related duties as assigned. High school diploma or GED; associate or bachelor’s degree preferred. At least two years of customer service, call center, or related experience preferred. Previous supervisory, team lead, coaching, or mentoring experience strongly preferred. Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule. Strong leadership, communication, organization, and problem-solving skills. Ability to coach employees, address performance concerns, and manage escalated customer situations professionally. Strong attention to detail and the ability to manage multiple priorities. Comfortable using call center technology, web-based systems, reporting tools, and Microsoft Office applications. Ability to interpret procedures and clearly communicate expectations to employees. Dependable attendance and punctuality. Ability to lead and support employees effectively in a remote environment. Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information. Experience supporting high-volume customer service operations, government programs, human services, or seasonal call center operations is preferred but not required. Physical Requirements & Environmental Conditions: An employee must meet these physical demands to successfully perform the essential functions of this job. Employee is regularly required to talk or hear, sit, stand, and utilize technology tools such as a laptop computer for extended periods of time. Specific vision abilities include close vision and the ability to adjust focus. This position requires the ability to occasionally lift up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Briljent is a solutions-based company. Solutions come from creative ideas; ideas come from being creative with differences. Briljent believes diversity and inclusion are critical to the success of the company. Employment at Briljent is based on merit and professional qualifications. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, marital status or any other basis protected by federal, state or local law, regulation or ordinance.