Parent Support Supervisor

📋 Description

• Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and
• Monitor and drive key performance metrics, including SLAs, CSAT, AHT, productivity, quality
• Manage daily workloads, staffing coverage, and queues to meet performance targets and contractual
• Identify operational challenges, performance trends, and emerging risks, taking proactive action to
• Partner with the Program Support Manager on staffing needs, operational priorities, and performance
• Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement

🎯 Requirements

• 3+ years of customer support or contact center experience, including 1–2 years in a team lead or
• Proven ability to lead, coach, and develop frontline teams in a high-volume, multichannel support
• Strong understanding of contact center KPIs, including SLAs, CSAT, AHT, quality, productivity, and
• Experience managing daily operations, balancing competing priorities, and consistently meeting
• Data-driven leader who leverages reporting and performance insights to identify opportunities and
• Strong people management skills with the ability to motivate teams, deliver constructive feedback