Contact Center Supervisor - 2nd Shift at Cooperative… · Abilene

Contact Center Supervisor – 2nd Shift

Cooperative Response Center (CRC) | Abilene, TX | Full-time | On-site | Salary starting at $52,000 annually

Lead the team that keeps the lights on

When the power goes out in rural communities across the Midwest and South, members call CRC. Our team answers for rural electric cooperatives 24 hours a day, 365 days a year. We take outage reports, dispatch crews, and help members through service needs, often at the moments when they need help most.

We’re looking for a 2nd shift Contact Center Supervisor to lead, coach, and support the people who do that work. This isn’t a traditional call center. Our calls are closely tied to electric distribution operations, so the right leader brings strong people-leadership skills and understands, or is ready to learn, what it means to serve a member-owned cooperative.

Schedule: Rotating bi-weekly schedule with every other weekend off, with flexibility to meet the needs of a 24/7 operation. Includes holiday rotation.

What you’ll do

• Run 2nd shift operations: manage schedules, handle escalations, and keep the floor running smoothly
• Coach and motivate a team of contact center agents to reach individual, team, and company goals
• Track daily stats and metrics, spot trends, and find ways to improve efficiency
• Look into call handling issues and escalations, and work with Member Support and Solutions to resolve them
• Lead training for newly promoted and current staff, and help keep training materials up to date
• Set goals, write performance evaluations, and document performance, attendance, and behavior
• Help recruit, hire, and develop new team members
• Build a positive, respectful team culture and address conflicts quickly and fairly

What you bring

• 5+ years of customer service and/or call center experience
• Proven leadership experience, formal or informal
• A calm, professional presence under pressure
• Comfort with data, from reading the numbers to acting on them
• Strong communication, organization, and conflict resolution skills
• Proficiency with Microsoft Office and phone/computer systems
• High school diploma or equivalent

You’ll stand out if you have

• Electric utility or related utility experience
• Dispatch experience (1+ year)
• 1–2 years of supervisory experience
• A degree in Business, Communications, or a related field
• Bilingual skills in English and Spanish

Strong leadership and supervisory skills are important to this role, but this is not a traditional contact center environment. Our team supports members in situations that are closely connected to electric distribution operations, outages, service needs, and other cooperative functions. Candidates with electric utility or directly related utility experience will be especially well positioned for success.

We welcome strong leaders from outside our organization, particularly those who can pair demonstrated people-leadership skills with an understanding of utility operations and the unique service expectations of a member-owned cooperative

CRC is a member-owned cooperative with a simple purpose: to positively impact the lives of others through outstanding service. Ask our employees what they like best about working here, and they almost always say the people. We aim to be a life-enhancing employer, and that starts with how we treat each other.

• Accrued PTO plus Well-being Hours
• FMLA, Parental Leave, Paid Volunteer Time Off, and Compassion Leave
• Health, dental, vision, retirement/401(k) match, and more
• Ongoing training and professional development
• Work that matters to real communities, every shift

CRC is an equal opportunity employer. We’re committed to providing reasonable accommodations to qualified individuals with disabilities. To request an accommodation, contact our Human Resources Development Department at 507.437.2400.