Call Center Supervisor (Swing shift)

Koniag Services Inc. a Koniag Government Services company is seeking a motivated and experienced Call Center Supervisor (Swing Shift) to support the daily operations of our Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is an energetic and people-focused leader with hands-on experience call center or service desk environments a strong commitment to customer service excellence and a natural ability to coach and develop frontline support staff. They thrive in a structured fast-paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville Tennessee. This position is for a swing shift 12:30pm to11pm (4 On/4 Off/10 hour shifts) to include a 30 minute meal offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Call Center Supervisor will be responsible for the direct supervision of a team of Call Center agents ensuring that day-to-day operations run smoothly and that service delivery standards performance metrics and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives address performance issues and foster a positive and productive team environment. Principal responsibilities will include but are not limited to:Directly supervise a team of Call Center agents providing real-time guidance coaching and performance feedback to ensure consistent adherence to service delivery standards and call handling daily call volumes ticket queues and agent performance metrics taking immediate action to address deviations and maintain SLA compliance throughout each as the first-line escalation point for complex or sensitive support issues raised by call center agents facilitating timely resolution and appropriate communication to end users and regular team huddles briefings and one-on-one coaching sessions to reinforce performance expectations share updates and support agent in the development and delivery of onboarding and ongoing training for new and existing call center agents ensuring all staff are knowledgeable and proficient in call handling procedures ITSM tools and relevant and evaluate agent interactions including call recordings ticket documentation and chat logs to ensure quality standards are consistently upheld providing constructive feedback as the Call Center Operations Manager in the preparation of shift performance summaries attendance tracking and operational workforce management activities including daily attendance monitoring real-time schedule adherence tracking and shift coverage compliance with all applicable federal regulations agency policies contractual requirements and security protocols at the agent recurring performance issues knowledge gaps or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations a positive inclusive and high-energy team environment that encourages collaboration accountability and a strong customer service in the documentation and maintenance of call handling SOPs knowledge base articles and training in team lead and supervisor meetings contributing operational insights and feedback to support program-wide continuous improvement in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as and Experience:Required:High school diploma or GED required; Associates or Bachelors degree in Information Technology Business Administration or a related field preferred.3 years of experience in a call center help desk or support environment.1 years of experience in a supervisory team lead or senior agent role within a call center or service desk experience monitoring team performance managing escalations and supporting SLA compliance in a structured call center :Prior experience supervising call center or service desk teams in support of a federal government working in a multi-shift call center environment with 24/7 or extended hours of Skills and Competencies:Strong communication skills in English both written and oral with the ability to communicate clearly and professionally with government end users call center agents and program leadership and team supervision skills with the ability to motivate coach and hold a team of frontline agents accountable in a structured service -on familiarity with IT service management principles and ITIL frameworks including experience working within SLA-driven call center with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent ticketing and case management monitoring real-time call center performance dashboards and workforce management tools to ensure schedule adherence and queue problem-solving and decision-making skills with the ability to assess and resolve escalated issues quickly and effectively under in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and conducting quality assurance reviews of agent interactions and delivering constructive actionable to manage multiple priorities simultaneously and maintain composure in a high-volume fast-paced call center to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher) a Military or law enforcement experience a plusExperience supporting quality assurance (QA) programs or call monitoring initiatives within a call center of workforce management tools and scheduling platforms used in a call center environment a plusExperience contributing to the development of SOPs knowledge base articles or training materials for call center staff a plusOur Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352