Contact Center Supervisor

Total Credit Services Limited (TCS)

About Us:

We are The Jamaica National Group Limited, representing a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT we believe our everyday jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authenticity and in the transparent solutions we create that bring value to our customers.

About TCS:

Total Credit Services Limited (TCS) is a member of the JN Group. The company commenced operations in 2003 as a debt recovery specialist. Since then, the company has broadened its range of services, which now include business process outsourcing (BPO). Currently, the company provides a wide range of business and knowledge process outsourcing services, including inbound and outbound contact center operations, live chat, customer care, sales support and debt collections. This evolution boldly reflects the company's commitment to delivering reliable, customer-focused solutions, while leveraging its deep understanding of the financial services sector.

About the Role:

Are you an experienced contact center leader who thrives on driving performance, developing teams, and delivering exceptional customer experiences? TCS is seeking a Contact Center Supervisor to lead a team of agents and ensure the achievement of key operational, quality, and service targets.

What You'll Do

• Lead, coach, and develop a team of contact center agents to achieve and exceed performance goals.
  
• Monitor and manage KPIs including Service Level, AHT, QA Scores, CSAT, Attendance, and Schedule Adherence.
  
• Conduct coaching sessions, performance reviews, and development planning.
  
• Oversee daily operations, workforce management, and customer escalations.
  
• Use data and reporting to identify trends, close performance gaps, and drive continuous improvement.
  
• Foster a positive, accountable, and high-performing team culture.
  

What Success Looks Like

• Team consistently meets or exceeds established contact center KPIs.
  
• Improved agent performance through regular coaching and development.
  
• High levels of customer satisfaction and quality assurance scores.
  
• Strong schedule adherence, attendance, and operational compliance.
  

What You'll Need

• Bachelor's Degree in Business Administration, Management Studies, or a related discipline.
  
• Minimum 4 years' experience in contact center operations, including at least 1 year in a supervisory role.
  
• Proficiency with ACD systems, CRM platforms, QA tools, and Workforce Management (WFM) systems.
  
• Strong understanding of contact center metrics and operational performance management.
  
• Excellent leadership, coaching, communication, and problem-solving skills.
  

Why Join Us?

• Opportunity to lead a high-performing team in a dynamic, customer-focused environment.
  
• Professional growth and development within a respected organization.
  
• Collaborative culture focused on operational excellence and continuous improvement.
  

Ready to take the next step in your leadership career?

Submit your application today and become part of a team committed to service excellence and results.

Application Deadline: November 12, 2026.