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Supervisor of Contact Center Support - EG4

3fd9ccdd 18fd 4994 B2d1 404785913405 9200677748648 2 · Sulphur Springs, TX, US, Sulphur Springs, TX · Remote · Active · ADP Workforce Now Recruiting

Job facts

FieldValue
Company3fd9ccdd 18fd 4994 B2d1 404785913405 9200677748648 2
TitleSupervisor of Contact Center Support - EG4
Normalized title-
Department / team-
LocationSulphur Springs, TX, United States
Work modelRemote / Remote
Employment typeFull Time
Salary-
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-07 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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ATS provider jobsActive postings observed through ADP Workforce Now Recruiting.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Sulphur Springs.Open
Work model jobsActive Remote postings.Open
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Linked records

Company3fd9ccdd 18fd 4994 B2d1 404785913405 9200677748648 2
Source986d916b-4299-435b-81f1-bf013a7cb698
ATS providerADP Workforce Now Recruiting

Description

The EG4 Supervisor of Contact Center Support is responsible for overseeing the daily operations of EG4 off-site support teams across multiple support channels. This role ensures alignment across both support channels, maintains quality standards, and helps deliver consistent customer experience aligned with EG4 expectations. The supervisor works closely with EG4 leadership to ensure offsite support operations remain efficient, accurate, and customer focused. This position requires strong operational awareness, effective communication, and the ability to coach and develop remote teams while maintaining a continuous feedback loop between offsite teams and EG4 leadership. This position also requires semi frequent travel to Panama or other off-site locations to support training initiatives, performance calibration, operational alignment, and team development. Key Responsibilities: Oversee day to day operations of off site support teams across multiple communication channels. Ensure consistent quality, accuracy, and timeliness of support delivered across both communication channels. Maintain close operational communication with off site supervisors, trainers, and team leads. Monitor KPIs such as response times, resolution quality, customer satisfaction, backlog management, and call handling metrics. Conduct reviews of email responses, phone interactions, and ticket documentation for accuracy and compliance with EG4 standards. Identify performance gaps and implement coaching or corrective action plans. Maintain daily end of day accountability for email queue health, customer reach outs, and phone performance metrics. Support onboarding, continuous training, and skill development for offshore teams. Provide structured coaching, feedback sessions, and performance touchpoints. Collaborate with EG4 trainers and SMEs to ensure offshore teams remain current on new products, firmware updates, troubleshooting procedures, and support processes. Travel periodically to support training initiatives, quality audits, coaching sessions, and operational alignment for off site teams. Serve as the primary operational link between off site support teams and EG4 leadership. Review escalations for accuracy before routing to solutions or RMA teams. Work with internal departments including R&D, Customer Care, Solutions, and Product Teams to communicate trends and field issues. Identify workflow inefficiencies, documentation gaps, or system issues impacting offshore performance. Recommend and implement improvements that increase operational efficiency and customer satisfaction. Maintain and refine SOPs for off site support teams in alignment with EG4 standards. All other duties as assigned Required Skills and Attributes: A strong understanding of EG4 products, troubleshooting fundamentals, and support processes. Strong leadership and coaching ability when working with remote or offshore support teams. Excellent verbal and written communication skills. The ability to analyze metrics and use data to drive operational improvements. Strong organizational and problem solving skills in a fast paced support environment. Qualifications: Experience in technical support or contact center environments. Strong understanding of EG4 products and troubleshooting fundamentals. Proven ability to lead and develop remote or off site support teams. Ability to analyze performance metrics and implement improvements. Must be able to travel internationally to Panama on a semi frequent basis. Physical Requirements: This position may require the ability to perform tasks that involve sitting, standing, walking, lifting 25+ lbs, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodation. EEO Statement: EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Full job record

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Org IDa757bc8c-5230-43fe-99c7-ef9731d5077a
Source ID986d916b-4299-435b-81f1-bf013a7cb698
Board ID986d916b-4299-435b-81f1-bf013a7cb698
Provideradp_workforcenow
Provider Job Key581852
TitleSupervisor of Contact Center Support - EG4
Normalized Title—
Statusactive
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CitySulphur Springs
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Source URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=3fd9ccdd-18fd-4994-b2d1-404785913405&ccId=9200677748648_2&lang=en_US&type=JS&jobId=581852&jwId=9201583809010_1
Apply URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=3fd9ccdd-18fd-4994-b2d1-404785913405&ccId=9200677748648_2&lang=en_US&type=JS&jobId=581852&jwId=9201583809010_1
First Seen At2026-05-31 18:45:07Z
Last Seen At2026-06-06 13:30:57Z
Last Checked At2026-06-06 13:30:57Z
Last Changed At2026-06-06 13:30:57Z
Inactive At—
Source Posted At2026-04-07 19:36:00Z
Source Updated At—
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    "requisitionDescription": "<div><div><div><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;' data-pasted=\"true\"><span style='font-family:\"Arial\",sans-serif;'>The EG4 Supervisor of Contact Center Support is responsible for overseeing the daily operations of EG4 off-site support teams across multiple support channels. This role ensures alignment across both support channels, maintains quality standards, and helps deliver consistent customer experience aligned with EG4 expectations.&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><span style='font-family:\"Arial\",sans-serif;'>The supervisor works closely with EG4 leadership to ensure offsite support operations remain efficient, accurate, and customer focused. This position requires strong operational awareness, effective communication, and the ability to coach and develop remote teams while maintaining a continuous feedback loop between offsite teams and EG4&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><span style='font-family:\"Arial\",sans-serif;'>leadership.&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><span style='font-family:\"Arial\",sans-serif;'>This position also requires semi frequent travel to Panama or other off-site locations to support training initiatives, performance calibration, operational alignment, and team development.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong><span style='font-family:\"Arial\",sans-serif;'>Key Responsibilities:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Oversee day to day operations of off site support teams across multiple communication channels.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Ensure consistent quality, accuracy, and timeliness of support delivered across both communication channels.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Maintain close operational communication with off site supervisors, trainers, and team leads.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Monitor KPIs such as response times, resolution quality, customer satisfaction, backlog management, and call&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>handling metrics.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Conduct reviews of email responses, phone interactions, and ticket documentation for accuracy and compliance&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>with EG4 standards.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Identify performance gaps and implement coaching or corrective action plans.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Maintain daily end of day accountability for email queue health, customer reach outs, and phone performance&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>metrics.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Support onboarding, continuous training, and skill development for offshore teams.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Provide structured coaching, feedback sessions, and performance touchpoints.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Collaborate with EG4 trainers and SMEs to ensure offshore teams remain current on new products, firmware&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>updates, troubleshooting procedures, and support processes.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Travel periodically to support training initiatives, quality audits, coaching sessions, and operational alignment for&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>off site teams.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Serve as the primary operational link between off site support teams and EG4 leadership.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Review escalations for accuracy before routing to solutions or RMA teams.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Work with internal departments including R&amp;D, Customer Care, Solutions, and Product Teams to communicate&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>trends and field issues.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Identify workflow inefficiencies, documentation gaps, or system issues impacting offshore performance.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Recommend and implement improvements that increase operational efficiency and customer satisfaction.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Maintain and refine SOPs for off site support teams in alignment with EG4 standards.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>All other duties as assigned</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong><span style='font-family:\"Arial\",sans-serif;'>Required Skills and Attributes:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>A strong understanding of EG4 products, troubleshooting fundamentals, and support processes.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Strong leadership and coaching ability when working with remote or offshore support teams.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Excellent verbal and written communication skills.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>The ability to analyze metrics and use data to drive operational improvements.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Strong organizational and problem solving skills in a fast paced support environment.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong><span style='font-family:\"Arial\",sans-serif;'>Qualifications:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Experience in technical support or contact center environments.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Strong understanding of EG4 products and troubleshooting fundamentals.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Proven ability to lead and develop remote or off site support teams.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Ability to analyze performance metrics and implement improvements.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;'>Must be able to travel internationally to Panama on a semi frequent basis.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong>&nbsp;</strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong><span style='font-family:\"Arial\",sans-serif;'>Physical Requirements:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family: initial;\"><span style='font-family:\"Arial\",sans-serif;color:black;'>This position may require the ability to perform tasks that involve sitting, standing, walking, lifting 25+ lbs, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodation.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><strong><span style='font-family:\"Arial\",sans-serif;background:white;'>EEO Statement:</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><span style='font-family:\"Arial\",sans-serif;background:white;'>EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;border:none;'><br></p></div></div></div>\n",
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}
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