Contact Center Supervisor

About the Role

DMI is hiring a Contact Center Supervisor in Sharonville, OH to guide the daily performance of a team of roughly 12 contact center agents. This position acts as the main people manager for the assigned team and works alongside the Contact Center Manager to deliver operational goals, strengthen employee performance, and support an excellent customer experience.

The supervisor will focus on coaching, attendance management, engagement, and service level delivery while also partnering with the Contact Center Lead to balance frontline work and team development. The role connects day-to-day operations with broader leadership priorities and helps build a culture of accountability, continuous improvement, and customer focus.

Key Duties

• Lead, coach, mentor, and develop a team of about 12 agents.
• Hold regular one-on-one check-ins covering performance, attendance, growth, and career planning.
• Carry out performance reviews and set clear, measurable goals for individuals and the team.
• Create a positive, collaborative, and service-oriented team environment.
• Recognize strong performance and address issues promptly and constructively.
• Work with the Contact Center Manager on development planning, succession planning, and retention efforts.
• Oversee daily operations so service levels, quality, productivity, and customer expectations are met.
• Track phone, ticket, chat, and order queues and coordinate with the Contact Center Lead to keep workloads balanced.
• Manage coverage, scheduling, and attendance to maintain staffing stability.
• Support workforce planning when call and ticket volumes rise.
• Act as the main escalation contact for difficult customer and operational issues.
• Monitor key metrics such as SLAs, AHT, QA, productivity, CSAT, ticket completion, attendance, and adherence.
• Spot performance patterns and initiate coaching or improvement plans when needed.
• Ensure policies, procedures, and performance standards are applied consistently.
• Provide ongoing feedback and development support to team members.
• Partner on onboarding, training, cross-training, and knowledge transfer.
• Identify skill gaps and growth opportunities to improve team output.
• Run team meetings and share operational updates, priorities, and initiatives.
• Work with the Contact Center Manager to find process improvements and efficiency gains.
• Collaborate with Procurement, Quality Assurance, Training, Workforce Management, and Client Services to strengthen service delivery.
• Help roll out new processes, procedures, technologies, and customer programs.
• Review operational reports, identify trends, and recommend improvements to customer experience, efficiency, and employee performance.
• Assist with forecasting, staffing needs, and resource planning.
• Maintain accurate records of coaching, performance, and operational results.

Qualifications

• High school diploma or equivalent is required; an associate’s or bachelor’s degree is preferred.
• At least 2–3 years of experience in a contact center, service desk, managed services, or customer support setting.
• At least 1–2 years of leadership, supervisory, or team lead experience.
• Background in employee coaching and performance metric management.
• Experience in managed mobility services or technical support environments is preferred.

Required Skills

• Proven leadership and team coaching ability.
• Employee development and performance management skills.
• Strong customer service mindset.
• Clear verbal, written, and interpersonal communication.
• Strong organization and time management.
• Ability to juggle multiple priorities in a fast-moving environment.
• Conflict resolution, sound judgment, and problem-solving.
• Analytical ability to interpret metrics and spot trends.
• Microsoft Office proficiency and familiarity with contact center reporting tools.
• Workforce management and performance reporting experience is a plus.

Physical and Schedule Requirements

This is an onsite position in Sharonville, OH. The job requires the ability to sit for long periods, use a keyboard and mouse, and work with multiple monitors. Flexibility is needed for evenings, weekends, holidays, and overtime based on business needs.

Operating hours are Tuesday through Saturday from 11:00 AM to 8:00 PM. Availability for holidays and weekends is required.

Eligibility and Other Requirements

Applicants must be U.S. citizens. Selected candidates may need to undergo a government security investigation and meet the eligibility standards for access to classified information. U.S. citizenship may also be required for certain positions. No agencies please.

About DMI

DMI is a digital services and technology solutions provider based in Tysons Corner, VA. The company delivers managed IT services across mobility, cloud, cybersecurity, network operations, and application development for public sector and commercial clients worldwide. DMI is recognized as a Top Workplace and focuses on secure, efficient, and cost-effective solutions that produce measurable results.

Why Work Here

• Convenience and concierge support such as virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Professional growth through annual reviews, tuition assistance, and internal advancement opportunities.
• Financial benefits including 401(k) matching, life and disability insurance, and financial wellness resources.
• Recognition programs such as annual awards, service anniversaries, referral bonuses, and peer recognition.
• Wellness support including healthcare coverage, wellness programs, flu shots, and biometric screenings.

Company Values

• Do what’s right with honesty and integrity.
• Own the outcome by taking responsibility and delivering results.
• Deliver for customers by focusing on value.
• Think bold and act smart with purposeful innovation.
• Win together through collaboration and shared success.

Additional Information

Job ID: 2026-28834.