Contact Center Supervisor
RPX One Stop Logistics is HIRING!
CONTACT CENTER SUPERVISOR
RPX One Stop Logistics is looking for a highly driven and analytical Contact Center Supervisor to lead our customer service operation and help us deliver a better customer experience across multiple channels. This role is ideal for a hands-on operational leader who enjoys working with people, data, and continuous improvement—and who is ready to take the next step toward a future Contact Center Manager role.
WHAT YOU'LL DO:
Lead Contact Center Operations
- Supervise daily Contact Center operations across a 24/7 environment.
- Monitor SLA, service level, productivity, quality, and customer experience performance.
- Ensure effective shift management, manpower utilization, and operational continuity.
- Handle operational escalations and ensure timely resolution.
Drive Performance Through Data
- Analyze Contact Center performance and identify trends, gaps, and root causes.
- Translate data insights into practical improvement actions.
- Prepare and present operational performance reports and recommendations to management.
- Monitor KPIs and ensure corrective actions are implemented effectively.
Develop People & Performance
- Coach, motivate, and develop Contact Center agents.
- Manage individual and team performance.
- Identify capability gaps and implement improvement plans.
- Build a culture of accountability, ownership, and customer-centricity.
Improve the Customer Experience
- Identify customer pain points and service gaps.
- Support complaint management and service recovery initiatives.
- Use customer feedback and operational data to drive service improvements.
- Contribute to customer experience and digital service initiatives.
Drive Continuous Improvement
- Identify opportunities to improve processes, productivity, and service quality.
- Support Contact Center digitalization, automation, chatbot, and other technology initiatives.
- Work closely with Operations, IT, Sales, Finance, and other stakeholders to resolve cross-functional issues.
WHAT WE'RE LOOKING FOR:
- Bachelor's Degree in Business, Management, Communication, Industrial Engineering, Operations Management, or related fields.
- 3–5 years of experience in Contact Center / Customer Service operations.
- 1–2 years of supervisory or team leadership experience.
- Experience in a 24/7 or multi-shift operation is highly preferred.
- Strong analytical and problem-solving skills.
- Strong understanding of Contact Center KPIs such as SLA, Service Level, AHT, FCR, Productivity, Occupancy, Quality, and Customer Satisfaction.
- Strong Excel and reporting skills; experience with dashboard/BI tools is an advantage.
- Excellent communication, presentation, and stakeholder management skills.
- Customer-centric mindset with strong operational discipline.
- Comfortable working in a fast-paced, high-volume environment.
- Technology-savvy and adaptable to digital transformation.
YOU'LL STAND OUT IF YOU HAVE:
- Experience in logistics, courier, e-commerce, retail, banking, telecommunications, or other high-volume service industries.
- Experience managing Voice, Live Chat, WhatsApp, Chatbot, Email, or Social Media customer service channels.
- Experience in process improvement, automation, or customer experience transformation.
- Strong experience in RCA, performance analysis, and improvement projects.
- Demonstrated ability to turn data into actionable business decisions.
Skills: Customer Service, Help Desk, Team Management, Call Center, Microsoft Office, Problem Solving, Communication Skills, Data Analysis, Teamwork, Customer Experience, Customer Relationship Management