[Hiring] Contact Center Supervisor @ITW

Role Description

The National Contact Center Supervisor is responsible for the day-to-day leadership, coaching, development, and performance management of a team of Customer Service Representatives (CSRs) who serve as the primary point of contact for customers, nationwide. This role focuses on creating a high-performance, customer-centric culture through ongoing coaching, call quality evaluations, training, employee development, and performance management. The National Contact Center Supervisor serves as the first level of escalation for customer concerns and works closely with the National Contact Center Manager to execute strategic customer experience initiatives, improve service delivery, and enhance operational effectiveness. The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences.

Qualifications

• Associate's degree required; Bachelor's degree preferred.
• Minimum 4–6 years of customer service, contact center, or customer support experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience leading remote or geographically dispersed teams preferred.
• Experience coaching frontline customer service representatives in a high-volume contact center environment strongly preferred.

Requirements

• Strong understanding of contact center operations, customer experience principles, and performance metrics.
• Experience with quality monitoring, call coaching, and employee development programs.
• Knowledge of customer satisfaction, service level performance, first call resolution, and contact center best practices.
• Proficiency with CRM, telephony, workforce management, and customer service technologies.

Benefits

• Compensation based on qualifications and prior experience.

Company Description

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.