Emergency Response Supervisor

Summary

ITCON Services is seeking a Contact Center Supervisor for its 2026 Emergency Response Contact Center Team. The role supervises call center associates, monitors attendance and performance, coaches employees, addresses performance issues, ensures contractual service standards, and handles escalated customer calls in a remote, short-term seasonal position.

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual requirements and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training/meetings
• Promote ITCON values through both behavior and attitude, including being an advocate for team members

Skills

• Candidate must be a citizen of the United States
• • Associate degree in related field
• • two to four years of relevant experience
• • English speaking proficiency
• • Familiarity with CRM systems and practices
• • Proficient using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
• • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• • Work well under pressure and follow through on items to completion
• • Strong communication skills, both written and verbal
• • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• • Ability to mentor, coach and provide direction to a team of employees
• • Willingness to work a flexible schedule, which may include evening and weekend availability
• • two to four years of relevant experience preferred

Qualifications

Must Haves

• Candidate must be a citizen of the United States
• • Associate degree in related field
• • two to four years of relevant experience
• • English speaking proficiency
• • Familiarity with CRM systems and practices
• • Proficient using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
• • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• • Work well under pressure and follow through on items to completion
• • Strong communication skills, both written and verbal
• • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• • Ability to mentor, coach and provide direction to a team of employees
• • Willingness to work a flexible schedule, which may include evening and weekend availability

Nice to Haves

• • two to four years of relevant experience preferred

Benefits

• This position is remote.
• Willingness to work a flexible schedule, which may include evening and weekend availability