Supervisor Contact Center Remote (E2988B)

The Contact Center Supervisor leads the day-to-day service experience for IEEE members, volunteers, customers, and staff while fostering an accountable, supportive, and collaborative team environment. Reporting to the Contact Center Sr. Manager and typically supervising 5–10 employees, the Supervisor is responsible for employee performance and development, real-time quality monitoring and coaching, workload management, service escalations, and ensuring the team delivers a high-satisfaction, first-contact resolution experience.

As an active, collaborative member and contributor to the Contact Center management team, the Supervisor takes ownership of the assigned shift, exercises sound judgment, and works collaboratively with Contact Center leadership and colleagues to maintain consistent communication, effective handoffs, and continuity of service. The Supervisor uses operational data and service trends to manage daily performance, anticipate staffing and workload needs, resolve escalated issues, and identify opportunities to strengthen team and operational effectiveness.

Working with a high degree of independence, the Supervisor is expected to build productive relationships across IEEE, proactively seek opportunities to develop employees, and contribute to projects and improvements that support broader organizational goals. Consistent with team expectations, the Supervisor is expected to provide strong support to members, volunteers, customers, and staff while effectively managing their own workload. Success requires strong organization, accountability, follow-through, collaboration, and the ability to balance people leadership and operational priorities in a fast-paced Contact Center environment.

Hybrid Schedule & On-Site Expectations

The IEEE Contact Center Supervisor schedule is currently Sunday – Thursday with the following hours, but is subject to change\:

Regular schedule (Remote)

Sunday through Thursday, 5\:00 p.m. – 1\:30 a.m. ET

One week each month, the Supervisor will work in the IEEE offices on a modified schedule to meet with clients across IEEE, receive training and coaching, and develop strong collaborative relationships with members of the Contact Center team. During on-site weeks, the schedule is as follows\:

Sunday\: 5\:00 p.m. – 1\:30 a.m. ET (Remote)

Monday\: 2\:00 p.m. – 10\:30 p.m. ET (Remote)

Tuesday through Thursday (onsite at IEEE HQ)\: 9\:00 a.m. – 5\:30 p.m. ET