Supervisor, Digital Service

Employer Industry: Contact Center Services

• Salary up to $70,000
• Health and Life Insurance Plans
• 401(k) with a company match
• Opportunities for leadership mentoring and professional development
• Casual dress environment
• Tuition reimbursement available

• Oversee the performance and accuracy of digital agents handling customer inquiries
• Monitor conversations to ensure compliance with service standards and identify areas for improvement
• Provide feedback for enhancing digital agent performance and capabilities
• Collaborate with human agents to ensure effective escalation of complex issues
• Analyze performance reports and provide insights for improving workflows and customer experience

• High School Diploma or GED
• Bachelor’s Degree in Statistics, Mathematics, Data Science, Computer Science, or a related field, or equivalent relevant work experience
• 2+ years of experience in a contact center or customer service environment
• Minimum of one year of experience in data trend analysis
• 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

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