Contact Center Supervisor

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Contact Center Supervisor who is responsible for the day-to-day leadership, development, and performance of a team of Contact Center Agents. This role serves as the primary people leader for assigned employees while partnering closely with the Contact Center Manager to execute departmental objectives and achieve operational excellence.

The Supervisor is responsible for coaching employees, monitoring performance, driving employee engagement, managing attendance, and ensuring service level commitments are consistently achieved. Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center Supervisor serves as the bridge between frontline operations and strategic leadership by fostering accountability, continuous improvement, and a collaborative, customer-focused culture.

Duties and Responsibilities:

Leadership & Team Management
• Supervise, coach, mentor, and develop approximately 12 Contact Center Agents.
• Conduct regular one-on-one meetings focused on performance, attendance, development, and career growth.
• Complete performance evaluations and establish measurable individual and team goals.
• Foster a positive, collaborative, and customer-focused work environment.
• Recognize employee achievements while addressing performance concerns in a timely and constructive manner.
• Partner with the Contact Center Manager on employee development, succession planning, and retention initiatives.
• Operational Management
  • Oversee daily Contact Center operations to ensure service levels, productivity, quality, and customer expectations are consistently achieved.
  • Monitor phone, ticket, chat, and order queues while partnering with the Contact Center Lead to balance workloads and ensure operational efficiency.
  • Ensure appropriate staffing coverage through schedule management and attendance oversight.
  • Support workforce planning initiatives during periods of increased call and ticket volume.
  • Serve as the primary escalation point for complex customer issues and operational concerns.
• Performance Management
  • Monitor and manage key performance indicators, including:
    • Service Level Agreements (SLAs)
    • Average Handle Time (AHT)
    • Quality Assurance (QA)
    • Productivity
    • Customer Satisfaction (CSAT)
    • Ticket Completion
  • Attendance and Adherence
  • Identify performance trends and develop coaching or performance improvement plans as needed.
  • Ensure consistent application of company policies, procedures, and performance expectations.
• Employee Development
  • Provide ongoing coaching, feedback, and career development to assigned team members.
  • Partner with the Contact Center Lead to support onboarding, training, cross-training, and knowledge sharing.
  • Identify skill gaps and development opportunities to improve individual and team performance.
  • Promote a culture of continuous learning and operational excellence.
• Communication & Collaboration
  • Lead team meetings and communicate operational updates, departmental priorities, and organizational initiatives.
  • Collaborate with the Contact Center Manager to identify process improvements and operational efficiencies.
  • Partner cross-functionally with Procurement, Quality Assurance, Training, Workforce Management, and Client Services to improve service delivery.
  • Support implementation of new processes, procedures, technologies, and customer initiatives.
• Reporting & Continuous Improvement
  • Analyze operational reports and identify trends affecting team performance.
  • Provide recommendations to improve customer experience, operational efficiency, and employee performance.
  • Assist with forecasting workload, staffing requirements, and resource planning.
  • Ensure accurate documentation of employee performance, coaching activities, and operational results.

Education and Years of Experience:

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 2-3 years of experience in a Contact Center, Service Desk, Managed Services, or customer support environment.
• Minimum of 1-2 years of leadership, supervisory, or team lead experience.
• Experience coaching employees and managing performance metrics.
• Experience within Managed Mobility Services or technical support environments is preferred.

Required Skills & Certifications:

• Demonstrated leadership, coaching, and employee development skills.
• Strong customer service orientation with the ability to lead by example.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Ability to prioritize multiple competing priorities in a fast-paced environment.
• Effective conflict resolution, decision-making, and problem-solving skills.
• Strong analytical skills with the ability to interpret operational metrics and identify trends.
• Proficiency with Microsoft Office applications and contact center reporting tools.
• Experience with workforce management and performance reporting is preferred.

Physical Requirements:

• Ability to work onsite at the designated office location.
• Ability to sit for extended periods.
• Ability to use a keyboard, mouse, and multiple computer monitors.
• Ability to work flexible schedules, including evenings, weekends, holidays, and overtime as business needs require.

Hours of Operation:

• Tuesday through Saturday
• 11:00 AM to 8:00 PM
• Available to work holidays and weekends

Citizenship Status Required: Must be a U.S. Citizen

Location: Sharonville, OH

#LI-SM3

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.