We will never settle for the world that’s been built, but relentlessly drive it forward. #BetterNeverSettles
Contact Center Supervisor- 3rd Shift
Location
United States
Posted
104 days ago
Salary
$55.3K - $65K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Contact Center Supervisor- 3rd Shift
Cushman & Wakefield
Job Title Contact Center Supervisor- 3rd Shift Job Description Summary The Supervisor of the National Operations Contact Center (NOC) is responsible for the day-to-day leadership, performance, and development of Customer Service Representatives (CSRs) supporting the Facilities Hub. This position ensures the team delivers consistent, accurate, and timely service in alignment with contractual Service Level Agreements (SLAs) and client expectations. The Supervisor oversees daily operations, staff scheduling, payroll validation, and service delivery performance. This position supports a 24/7/365 operation and requires flexibility to work various shifts and to be on call as needed to support critical business functions or client escalations. The Supervisor acts as the primary escalation point for client and subcontractor issues, ensuring effective communication, timely resolution, and compliance with operational standards.Job Description ESSENTIAL FUNCTIONS & RESPONSIBILITIES: Team Leadership & Operations - Monday-Friday (1:00am-9:30am). - Supervise, facilitate training, and coach Customer Service Representatives (CSRs) to ensure exceptional customer service and operational consistency. - Oversee daily shift performance, ensuring accurate call handling, documentation, and adherence to internal processes. - Create and maintain schedules and shift assignments to ensure adequate 24/7/365 coverage. - Monitor attendance and timekeeping for assigned staff, review and validate payroll, and ensure timely submission of hours for approval. - Initiate and document corrective actions related to performance or policy violations in coordination with the Manager for review and approval. - Conduct one-on-one meetings, performance discussions, and feedback sessions to foster employee growth and accountability. - Maintain team morale, promote engagement, and support a positive and professional work environment. Service Delivery & Client Support - Oversee the service delivery of all work requests from inception to completion for assigned national client(s). - Oversite of facilities work order requests entered through the work order management system to ensure due dates and SLAs are met. - Serve as the primary liaison between clients, technicians, and subcontractors, facilitating clear communication and issue resolution. - Build and maintain positive working relationships with clients, subcontractors, and internal partners to support service continuity. - Maybe asked to assist in the procurement and oversight of subcontractors, ensuring quality performance and compliance with client contracts. - Act as the key contact for questions or escalations related to client or subcontractor service issues. - Escalate any potential risks to SLA or client satisfaction to management promptly. Reporting & Process Improvement - Prepare and distribute daily, weekly, and monthly reports related to SLA compliance, response time, and team productivity. - Track and analyze service trends to identify recurring issues and recommend corrective or preventive actions. - Collaborate with management to develop, document, and implement process improvements that enhance workflow efficiency and service quality. - Maintain accuracy and data integrity within CMMS and reporting tools. - Support audits and data requests by ensuring all records and documentation are accurate and up to date. - Partner with management to implement performance metrics, dashboards, and team scorecards. Remote Work Requirements - High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow. - Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information. - Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection. - The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity. - To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss. REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience): - High school diploma or equivalent required; Associate degree or additional coursework in business, management, or facilities preferred. - 3–5 years of experience in facilities management, maintenance coordination, or Contact Center operations, with at least one year of leadership or supervisory experience. - Strong customer service skills within a contract service or facilities management environment. - Proficient computer skills, including CMMS systems (Corrigo, Maximo, 360Facility, or similar) and Microsoft Office (Excel, Outlook, Word, PowerPoint). - Strong analytical and reporting skills with experience preparing operational metrics and performance summaries. - Excellent written and verbal communication with the ability to lead teams and interact effectively with clients and subcontractors. - Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. - Sound judgment and problem-solving skills, particularly in high-pressure or escalation situations. - Self-motivated and adaptable, capable of balancing leadership responsibilities with operational execution. - Flexible availability to work rotating or changing schedules, including evenings, weekends, holidays, and overtime, as required by business needs. Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications. The company will not pay less than minimum wage for this role. The compensation for the position is: $ 55,250.00 - $65,000.00 C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated. In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at 1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us. INCO: “C&W Services”
Related Guides
Related Categories
Related Job Pages
More Call Center Representative Jobs
Contact Center Agent I
Crawford & CompanyWe’re Crawford, a global leader in claims management, where every claim represents a person and a community we help restore. At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us. We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values.
Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy. Why Crawford? Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time. At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us. We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com. When you accept a job with Crawford, you become a part of the One Crawford family. Our total compensation plans provide each of our employees with far more than just a great salary - Pay and incentive plans that recognize performance excellence - Benefit programs that empower financial, physical, and mental wellness - Training programs that promote continuous learning and career progression while enhancing job performance - Sustainability programs that give back to the communities in which we live and work - A culture of respect, collaboration, entrepreneurial spirit and inclusion Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.
Per Diem RN - Cancer Center New Patient Access - MGH
Mass General BrighamMass General Brigham connects a full spectrum of care across a system of academic medical centers, specialty and community hospitals, physician networks, a heal
Site: The General Hospital Corporation Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. There are a total of two Per Diem openings available for this posting with staffing requirements outlined below for, preferably, weekly staffing. Position #1 - Monday/Tuesday Position #2 - Tuesday/Wednesday Position #3 - Thursday/Friday Position #4 - Consecutive day availability The Cancer Institute New Patient Access RN is the first clinical welcome for newly diagnosed cancer patients into the MGH Cancer Institute. The access nurse works collaboratively with the new patient coordinators, disease specific providers, the finance department and as needed other facilities to triage new oncology/hematology patients into the Cancer Institute with the right provider, in the right timeframe and right location. The access nurse is integral to setting the stage for new patients to know they are in a world class Cancer Institute and will be care for throughout their cancer journey. -Must be organized, able to have clear communication with patients, family as well as the multi-disciplinary team. -Must work collaboratively with the access team to keep clear tracking and records of the patient journey. -Ability to learn multiple electronic platforms. - Two(2) years Oncology nursing strongly preferred. Job Summary Summary Accountable for interpreting the plan of medical care, assessment of patients' clinical decision-making regarding nursing care, assuring nursing care is provided in a safe and competent manner, providing individualized nursing care, and evaluating nursing care for groups of patients. Does this position require Patient Care? Yes Essential Functions -Maintain accurate, detailed reports, and records. -Administer medications to patients and monitor patients for reactions or side effects. -Record patients' medical information and vital signs. -Monitor, record, and report symptoms or changes in patients' conditions. -Consult and coordinate with healthcare team members to assess, plan, implement, or evaluate patient care plans. -Modify patient treatment plans as indicated by patients' responses and conditions. Qualifications Education Associate's Degree Nursing required or Bachelor's Degree Nursing preferred Can this role accept experience in lieu of a degree? No Licenses and Credentials Registered Nurse [RN - State License] - Generic - HR Only preferred Experience Clinical nursing experience 0-1 year required Knowledge, Skills and Abilities - Familiarity with the principles and skills needed for practical nursing to provide patient care and treatment. - Knowledgeable of the care required by respective age groups for which care is being provided. - Ability to maintain confidentiality and secure sensitive information. - Knowledge of medical terminology. - Excellent verbal and communication skills. - Ability to accurately screen and triage acute patients. Additional Job Details (if applicable) Remote Type Remote Work Location 100 Blossom Street Scheduled Weekly Hours 0 Employee Type Per Diem Work Shift Day (United States of America) Pay Range $41.72 - $105.65/Hourly Grade GHCARN055 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 1200 The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
FT Call Center Agent I
American Red CrossWe prevent and alleviate human suffering in the face of emergencies.
• Schedule prospective blood donors from a variety of sources by phoning individuals to make donation appointments. • Contact active or former blood donors to increase both the frequency of their donations and the number of donors at chapter offices or blood drives, to meet our collection goals. • Coordinate reminder calls, follow-ups, log-in of data and maintenance of records. • Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience. • Interact in a positive, proactive, and customer-focused manner with both internal and external customers, demonstrating care and compassion at all times.
• Handle Inbound Calls: Receive 30–50 calls daily from customers regarding property loss payments, which are issued after insurance claims are approved. • Assist with Claims Process: Help customers with check endorsements, property inspections, and special requests related to their insurance payouts. • Track and Monitor Claims: Ensure that insurance claims are properly processed and that repairs are completed on damaged properties. • Provide Empathetic Support: Calls often involve sensitive situations (e.g., damage from natural disasters or infrastructure failures), requiring a compassionate and professional approach. • Document Interactions: Accurately input call details and actions into tracking systems.



