Call Center Supervisor - Client Services

Job Description

Job Description

Starting Salary : $63,999

The Broward County Tax Collector’s Office is seeking an experienced Call Center Supervisor to lead our fast-paced call center operations. This professional supervisory role is responsible for overseeing daily activities, guiding staff, and ensuring that Broward residents receive efficient, accurate, and courteous service.

If you have proven leadership experience, a passion for client service, and the ability to inspire a high-performing team, we invite you to join us in our mission of Serving with Excellence.

What You’ll Do

Supervise and direct call center staff to achieve operational goals.

Set individual and team performance targets..

Provide coaching, feedback, and motivation to enhance performance.

Handle escalated customer calls and resolve issues effectively.

Monitor call center performance metrics (abandonment rate, wait times, service levels).

Ensure compliance with policies, schedules, and attendance standards.

Prepare and present monthly and annual performance reports.

Collaborate with leadership to optimize processes and improve client satisfaction.

Qualifications

At least 60 college credit hours and prior experience in client service, office work, cashiering, or training.

Proven experience as a Call Center Supervisor or similar leadership role.

Strong background in customer service with excellent communication skills.

Proficiency in Microsoft Office and knowledge of call center systems.

Ability to work under pressure, manage multiple priorities, and lead a team effectively.

Must hold and maintain a valid Florida Driver’s License.

What Makes You Successful

Leadership & Team Development : Ability to motivate, coach, and build a strong team culture.

Client Service Mindset : Commitment to delivering excellent service both internally and externally.

Critical Thinking : Skilled in problem-solving, decision-making, and using data to drive performance.

Adaptability & Initiative : Thrives in a fast-paced, evolving environment with changing procedures.

Collaboration : Works cooperatively with peers and provides constructive feedback.

Why Join Us?

At the Broward County Tax Collector’s Office, we value integrity, efficiency, and transparency. As part of our team, you’ll enjoy :

Florida Retirement System (FRS) participation

Medical, dental, and vision coverage

Generous paid time off, including 14 paid holidays

Career development opportunities and professional training

A meaningful role in serving your community

In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license ; not learner's license and be at least 21 years of age.  Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment.

Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI.  Driver Licenses Examiners must meet the background standards outlined in Florida Statute 435.04, and Federal Regulations 384.228 and 1572.103.  This includes, but is not limited to, not having any criminal convictions for alcohol or drug-related offenses within 10 years prior to employment and maintaining this throughout employment.

This position requires occasional evening hours, and infrequent weekend hours.

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