Supervisor, Digital Service

Employer Industry: Contact Center Services

• Salary up to $70,000
• Comprehensive health and life insurance plans, including dental and vision
• 401(k) with a company match to support your retirement savings
• Opportunities for leadership mentoring and professional development
• Casual dress environment promoting a comfortable workplace
• Tuition reimbursement to support your educational growth

• Oversee the performance and accuracy of digital agents, ensuring they meet service standards
• Monitor and document interactions to identify improvement areas and elevate issues as needed
• Collaborate with internal teams to enhance digital agent responses and workflows
• Review performance reports to provide insights for enhancing customer experience
  
  Support human agents in navigating complex issues and training in a blended environment

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

• Hands-on experience with 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
• Strong analytical thinking and curiosity about systems and processes

#Contact Center #Customer Service #Digital Transformation #Career Growth #Competitive Benefits

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