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Caliber Public Safety is seeking a Supervisor for its Contact Center to lead a team of agents in achieving performance targets. The ideal candidate will have significant experience in contact center operations, with strong analytical and coaching skills to drive team performance and conversion metrics.
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Job Summary
The role involves managing a team of contact center agents to achieve performance and conversion targets through structured coaching.
Candidates must utilize Auto QA systems and Agent Assist tools to identify behavioral gaps and improve real-time agent accuracy.
Success requires partnering with Quality, Training, and Workforce Management teams to maintain team adherence above 90%.
Matching Summary
Match Score: 75
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Caliber Public Safety is seeking a Supervisor for its Contact Center to lead a team of agents in achieving performance targets. The ideal candidate will have significant experience in contact center operations, with strong analytical and coaching skills to drive team performance and conversion metrics.
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Skills & Requirements
Must-have
Manage contact center agents
Drive KPI achievement
Use Auto QA systems
Leverage Agent Assist tools
Conduct performance reviews
Analyze dashboards and reporting
Nice-to-have
Strong coaching mindset
Effective save strategies
Motivational leadership
Cross-functional collaboration
Key Requirements
Bachelor's degree or equivalent experience
3+ years contact center experience
1+ year in supervisory role
Experience improving conversion rates
Eligible to work in the U.S. without restrictions
Work Rights
Must be eligible to work in the U.S. with no restrictions