Supervisor, Digital Service

Employer Industry: Contact Center Services

• Salary up to $70,000
• Health and Life Insurance Plans, Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Tuition Reimbursement and Leadership Mentoring Opportunities
• Casual Dress Environment

• Monitor conversations handled by digital agents to ensure accuracy and alignment with company policies
• Provide feedback to improve digital agent performance and participate in testing updates
• Support human agents by ensuring proper escalation of complex issues by digital agents
• Review and analyze reports related to digital agent performance and customer experience outcomes
• Identify opportunities to streamline processes that enhance customer satisfaction

• High School Diploma or GED
• Bachelor’s Degree in Statistics, Mathematics, Data Science, Computer Science, or related field, or equivalent work experience
• 2+ years of experience in a contact center or customer service environment
• A minimum of one year of experience focused on identifying trends and patterns within data
• Experience with quality monitoring and/or auditing chats or calls

• Hands‑on experience in generative AI, large language models, and/or agentic systems
• Familiarity with data analytics and AI‑driven automation
• Prior exposure to process improvement, knowledge management, or content development

#Contact Center #Customer Service #Digital Agents #AI #Career Opportunity

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