Call Center Supervisor

Position: Client Service Delivery Lead

Worksite: San Antonio, TX 78249 – Onsite Position

Duration:09+ Months with possible extension

Tentative Start Date: October/November 2026

Job Description:

DAY SHIFT 7am - 4pm CST

Team Lead – Contractor

The Team Lead role is to manage a team of agents to deliver high-quality customer service performance and proactive issue resolution.

• Workweek: 5 days per week, with 2 days off. The facility operates 7 days a week, so weekend availability may be required.

The client is expecting 100% attendance for the first 90-days.

Key Responsibilities

• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators Provide guidance escalation handling agent support and performance management Ability to deep dive on targets gaps and perform root cause analysis on teams performance Lead huddles with the team to drive results monitor progress and track status frequently throughout the day flagging risks when they present themselves Handle escalations provide coaching and address real time questions to ensure customer service is top priority
• Drive overall performance of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily

Role Requirements:

• This is an onsite in San Antonio TX
• Must be flexible to work any shift between 7:00 am to 1:00 am CST including weekends and holidays

Basic Qualifications:

• Minimum of 1 year’s team management experience

Preferred Qualifications:

• Concierge experience preferred
• Preferably practical analytical problem-solving skills through analysis
• Customer service experience and experience working in a social media environment would be advantageous
• Ability to work on own initiatives while in a team environment having a business and client impacts
• Ability to work rotating shifts as directed by their team and is subject to change.
  
  About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.