About the Job

DiRAD Technologies, Inc., a leading communications solution provider, is growing again!  We’re looking for a dedicated Contact Center Supervisor to take our operation to the next level. Our clients include DiRAD’s users of our technology platforms, in addition to contact customer service and answering service clients.

Primary Responsibilities:

Implementation Phase

The immediate and primary role is to assist Contact Center Director with fast-paced implementation/operational readiness activities/tasks for a new Contact Center assignment. Including (but not limited to):

  • Assist with recruiting and onboarding of new staff.
  • Partner with the client and cross-functional teams to facilitate and execute implementation activities for operational readiness.
  • Plan and develop operational business processes to align with Service Level Agreements and contractual requirements.
  • Documentation development (policies, procedures, workflows, job aids, etc.) and administrative tasks
  • Assist with training and quality control planning/development.
  • Any other readiness tasks/activities as requested by Contact Center Director

Operational Phase

  • Partner with the Director of Contact Center Operations in managing daily operations of the Contact Center, ensuring a successful team and positive working environment.
  • Maintain a level of understanding and knowledge as a “subject matter expert” (SME) on content, processes, and procedures for your assigned program(s).
  • Oversee an assigned team of onsite and/or remote Contact Center Representatives; monitor and address attendance and scheduling (i.e. time-off, callouts, etc.), employee performance and conduct, as well as performance metrics and report any issues to the Director.
  • Oversee performance management; provide insight into employee performance through observation and quality control reviews; support team member development by providing coaching and guiding team members daily; ensure performance management improvement plans are being followed and reviewed; bring quality control issues and/or poor performance issues to the Director.
  • Respond to escalated calls/issues and support quality control activities
  • Assist with planning and implementation activities associated with new projects such as, working with the team through planning and go live, development of processes and procedures, onboarding activities for new hires, and training.
  • Assist with documentation development and maintenance (both internally and in collaboration with client)
  • Aid with Contact Center Representative development by providing training and coaching
  • Identify needs for process improvement and present them to the Director of Contact Center Operations
  • Review Contact Center Representatives weekly timecards in Paychex Time and Attendance; make necessary edits/corrections; approve all CCR timecards by the bi-weekly payroll deadline
  • Assist with tasks as delegated by Director of Contact Center Operations
  • Attend meetings with DiRAD Partners/Director of Contact Center Operations/Clients

The responsibilities listed above may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of DiRAD Technologies, Inc.

Job Qualifications:


  • High school diploma or equivalent required
  • College Degree in a field related to business a plus
  • Certified Call Centre Manager (CCCM) or equivalent certification is a plus


  • Proficient in Call Center CRM software (i.e. Genesys Cloud, AWS/Amazon Connect) and with equipment
  • Previous experience in call center supervisory or management role
  • Proven experience with customer service
  • Working knowledge of performance evaluations and call center metrics
  • Proficient in MS Office (Word, Excel, SharePoint)
  • Proficient in documentation development and maintenance (strong written skills)
  • Project Management experience is a plus

Other key attributes:

  • Outstanding verbal and written communication skills
  • Strong interpersonal skills
  • Excellent organizational and leadership skills
  • Ability to identify and solve problems accurately and efficiently
  • Ability to work independently to identify and implement processes, procedural needs and improvements
  • Ability to adapt to and execute tasks associated with new projects/assignments on a short timeline.
  • Positive and patient


  • Medical, Dental & Vision Insurance
  • 401(k) Plan with Company Match
  • 12 Observed Holidays
  • Vacation, Personal & Sick Time
  • Employee Assistance Program


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