Pyramid Consulting, Inc · 1 day ago
Call Centre Supervisor / Department Support Specialist (Mid)
Oakbrook Terrace, IL
Contract
Onsite
Entry, Mid Level
$25/hr - $28/hr
2+ years expPyramid Consulting, Inc. is a leading company in the Utility Industry, currently seeking a Call Centre Supervisor / Department Support Specialist. The role involves supervising a team of customer service representatives, ensuring operational excellence, managing performance metrics, and resolving customer issues effectively.
ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency
Responsibilities
Team Leadership & Performance Management
Supervise and support a team of temporary CSRs during daily operations
Monitor performance against KPIs
Conduct regular coaching sessions and deliver performance feedback
Provide daily briefings, updates, and process instructions to the team
Assist with scheduling, roster management, and shift coverage planning
Operational Excellence
Ensure CSRs follow call scripts, SOPs, compliance guidelines, and quality standards
Track and report team performance metrics to management
Identify process gaps and recommend improvements
Maintain accurate documentation and daily activity reports
Customer Issue Resolution
Handle customer escalations and complex queries that require supervisor intervention
Ensure timely and effective resolution of customer complaints
Support team members in resolving difficult cases
Qualification
Required
High School Diploma
2 years of experience in a call centre supervisor
At least 2 years in a supervisory or team lead role
Strong communication, leadership, and problem-solving skills
Preferred
Call center supervisor
Mentoring
good communication skills
Benefits
Health insurance (medical, dental, vision)
401(k) plan
Paid sick leave (depending on work location)
Company
Pyramid Consulting, Inc
Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.
5001-10000 employees
H1B Sponsorship
Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (178)
2024 (112)
2023 (95)
2022 (62)
2021 (50)
2020 (117)
Funding
Current Stage
Late StageLeadership Team
Ramesh Maturu
President and Co-Founder
Manish Kaushik
Chief Financial Officer
Recent News
2025-08-18
Company data provided by crunchbase