Call Center Supervisor at Pearl Interactive Network

Pearl Interactive Network is seeking an On-site Call Center Supervisor.

The Call Center Supervisor is responsible for supervising the daily operations of call center staff, who respond to public inquiries.

Pearl offers a Competitive Compensation and Benefits package to include:

• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 8 am - 6 pm EST, Monday - Friday

Location: Gettysburg, PA

Essential Duties and Responsibilities:

• Supervise daily operations of call center staff responding to public inquiries on licensing applications and consumer complaints.
• Provide coaching, training, and performance feedback to Information Specialists to ensure consistency, accuracy, and professionalism.
• Monitor call center metrics (e.g., call volume, response times, quality assurance results) and implement corrective actions to meet or exceed performance requirements.
• Handle escalated or sensitive consumer issues, providing guidance and resolution in alignment with regulations and procedures.
• Develop, maintain, and update call scripts, FAQs, and knowledge base materials to support staff effectiveness.
• Serve as the primary liaison with government CORs, program managers, and officials for operational updates, reporting, and issue resolution.
• Prepare and deliver reports on staffing, performance, and call trends.
• Conduct quality assurance activities.

Education and/or work experience requirements:

• High School Diploma or equivalent 
• Minimum 6–8 years of progressive experience in a call center or customer service environment.
• 3 years of experience in a supervisory or team lead role.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Drug Screening, and Skills Assessment Required

Pearl Interactive Network, LLC 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 on the basis of disability.