Call Center Supervisor - Client Services

Broward County, FL

Full Time

Call Center Operations

Manager/Supervisor

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.

Apply for this position

Required*

Apply with Indeed

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Who referred you to this position? Enter their first and last name here.

Do you have a valid driver's license?*

What's your citizenship / employment eligibility?*

What's your highest level of education completed?*

College or University

Are you 18 years of age or older?*

What languages do you speak fluently?

Desired salary

Earliest start date?*

Can you work weekends?

Can you work evenings?

In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*

150

Why are you interested in joining the Broward County Tax Collector’s Office?*

Do you have previous supervisory experience in a call center or similar environment?*

How many years of customer service leadership experience do you have?*

What call center performance metrics have you used in the past to measure and improve team performance?*

If your team’s average wait time is longer than the service level goal, what is the most effective first step?*

As a government agency, why is adherence to policies and procedures critical in a call center?*

When an employee consistently misses performance targets, the supervisor’s first step should be:*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Human Check*

Submit Application