Position Description

Call Center Supervisor
Location Sheperdstown, WV
Job Code 1253
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Zimmerman Associates, Inc. (ZAI) is seeking to hire Call Center Supervisors to join our team! Zimmerman Associates, Inc. is in an active bidding process for this opportunity which is located in Shepherdstown, West Virginia and is contingent upon contract award. You will be responsible for demonstrating effective personnel management for coaching Agents, maintaining appropriate staffing for 24/7 service delivery, monitoring individuals and team to ensure the successful delivery of service to the customer and to ensure the satisfactory attainment of revenue and performance goals, ensuring appropriate responses are provided to customer inquiries and complaints, troubleshooting and resolving product issues and concerns, and maintaining an up-to-date knowledge base of the evolving products and services offered.

Minimum Qualifications

  • Bachelor’s degree and 4 years of experience with Call Centers and Customer Service delivery. Five (5) years of relevant experience may be substituted for a Bachelor’s degree.
  • Previous Call Center Supervisory experience
  • Knowledge of call center metrics
  • Previous experience in customer service, sales, or other related fields
  • Ability to build rapport with clients
  • Ability to prioritize and multitask
  • Demonstrated problem solving skills
  • Customer/Client focused skills
  • Excellent Communication skills, both verbal and written
  • Strong time management skills
  • Positive and professional demeanor
  • Excellent written and verbal communication skills


ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veterans status, disability, or any other legally protected status.

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