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Job Description
Job Id:
194
# of Openings:
1
Contact Center Supervisor
Employer: Fortuity
Employment Type: Full-time | On-site
Pay Rate: $50,000 - $65,000 annual salary with opportunity for $5,000 bonus
Location: Fortuity, 775 W. Broad St., Columbus, OH 43222
Position Overview
Fortuity is seeking an experienced Contact Center Supervisor to lead and develop a team of Customer Service Representatives in a high-performance, metrics-driven environment.
This role is responsible for driving operational excellence, ensuring quality and compliance standards are met, and developing team members through structured coaching and performance management. The Supervisor plays a critical role in achieving service-level objectives, maintaining workforce stability, and fostering a culture of accountability and engagement.
This is a hands-on leadership position requiring daily performance oversight, real-time coaching, and proactive problem-solving within a fast-paced contact center operation.
Key Responsibilities
Team Leadership & Coaching
- Supervise and support a team of Customer Service Representatives
- Monitor daily performance metrics including productivity, quality, schedule adherence, customer satisfaction, and attendance
- Conduct routine one-on-one meetings, call reviews, and documented coaching sessions
- Develop performance improvement plans when needed
- Support employee engagement, morale, and retention initiatives
- Partner with HR on corrective action, policy enforcement, and employee relations matters
Operational Management
- Ensure team performance aligns with service-level agreements (SLAs) and client expectations
- Monitor call queues and real-time staffing needs in coordination with Workforce Management
- Identify performance trends and implement corrective action plans
- Drive continuous improvement initiatives to enhance efficiency and customer experience
Quality & Compliance Oversight
- Reinforce adherence to company policies, client requirements, and regulatory standards
- Ensure accurate and complete documentation of customer interactions
- Support audit readiness and compliance monitoring
- Escalate high-risk or complex issues appropriately
Reporting & Communication
- Prepare and deliver performance reports to leadership
- Communicate operational updates, changes, and expectations clearly to the team
- Participate in leadership meetings and contribute to strategic planning discussions
Schedule Requirements
- Must be available to work 8-hour production shifts between 7:00 AM – 10:00 PM, Monday through Sunday
- Specific schedules will be assigned based on business needs
Peak Production Requirement
- Must be available to work 10-hour shifts from June 12 through July 5 to support peak operational demand
Qualifications
- High School Diploma or equivalent required; Associate or Bachelor’s degree preferred
- 3+ years of supervisory experience in a contact center or customer service environment required
- Strong understanding of contact center KPIs and performance management
- Proven coaching and employee development skills
- Experience managing attendance, productivity, and quality performance
- Strong organizational and documentation skills
- Professional communication style and ability to manage sensitive situations effectively
- Proficiency in Microsoft Office and experience with contact center systems
Work Environment
- Full-time, onsite leadership role
- Fast-paced, production-driven contact center environment
- May require flexibility to support varying schedules, including evenings or weekends, based on operational needs
Background & Screening Requirements
Because this role supports regulated financial services programs:
- Candidates must successfully pass a financial services background check, which may include criminal history, employment verification, and credit review
- Continued employment is contingent upon maintaining eligibility under banking compliance standards
At Fortuity we believe in our people, and in doing good business for the good of our community.
Fortuity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Fortuity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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