Obtain/maintain state insurance agent licensing n Life and Health Insurance prior to hire - Required. Acts as an intermediary between consumers and company,……
Attends multiple client and calibration calls to present account metrics and drive improvement, along with providing coaching opportunities as they may arise.…
Conducting calls with clients to assist with pipeline execution or assist with customer support. These responsibilities include but are not limited to assisting……
Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge……
On-time, on-quality knowledge transfer with BPO agents meeting certification gates before handling live customer contacts. No accrual caps, no counting days.…
Guide agents through certification, nesting, and early production phases. You'll own the day-to-day experience of agents across our client programs—making sure……
Comfortable and experienced in conducting wildlife surveys (gopher tortoises, avian species, and other state/federal protected wildlife), sometimes under……
We're looking for agents who understand the Medicare sales environment and are ready to hit the ground running. Free, high-intent inbound leads.…
Answer incoming phone calls from prospective members, identify the type of assistance and information the customer needs with the goal of converting caller to a……
Answer incoming phone calls from prospective members, identify the type of assistance and information the customer needs with the goal of converting caller to a……
Answer incoming phone calls from prospective members, identify the type of assistance and information the customer needs with the goal of converting caller to a……
Partner with Operations to define readiness benchmarks and certification criteria, applying quality standards to graduation and certification gates.…
In this role, you’ll oversee a team of trainers responsible for delivering engaging, high-impact learning experiences for both new hires and tenured Operations……
Use AI to find out how well the skills on your resume fit this job description.
Call Center Supervisor - Urban Air
About the Role
Brand Supervisors lead day-to-day operations for Urban Air within the Guest Loyalty Team contact center. Supervisors manage Team Leads and agents, ensuring performance targets are met across conversion, quality, service levels, and agent development, and retention.
GLT supports multiple brands, and this role will partner with other brand supervisors and leaders to ensures consistent execution within the organization while supporting brand-specific needs and performance goals.
Key Responsibilities
Team Leadership
Directly manage and develop Team Leads, including performance evaluations, coaching plans, and corrective actions
Conduct coaching sessions and performance check-ins
Oversee new hire nesting and reinforcement coaching
KPI Ownership
Drive daily performance in conversion, QA, SLAs, AHT, and adherence
Monitor dashboards and partner with WFM to address real-time risks
Execute targeted action plans for underperforming agents or processes
Accountable for daily performance results across assigned teams
Escalation Management
Resolve guest escalations in a timely manner
Support agents with complex or sensitive customer situations
Own resolution of recurring operational issues and escalate systemic risks to the Program Manager
Cross-Functional Alignment
Provide QA and Training with performance trends and skill gaps
Support promotions, seasonal volume surges, and routing/IVR changes
Ensure brand standards and processes are followed consistently
Process Support
Provide feedback on scripts, workflows, and SOPs
Identify opportunities to simplify or improve procedures
Support implementation of AI tools, pilots, and new-brand launches
Requirements
Education & Experience
2+ years as a Team Lead or Supervisor
Experience in sales-driven contact center environments preferred
Strong understanding of call center KPIs
Technical Skills
Familiarity with Five9, Salesforce, QA tools, or WFM systems
Ability to read and interpret dashboards and performance data
Soft Skills
Strong coaching and communication skills
Ability to manage competing priorities across multiple workflows
Confident decision-maker with good judgment
Comfortable in high-volume, fast-paced environments
Company Description
Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex.
Commitment to Equal Opportunity
Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
ADA
Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
Unleashed Brands is proud to be an equal-opportunity employer.
The minimum salary is $49K and the max salary is $80K.
$49K – $80K/yr (Glassdoor est.)
$63K
/yr Median
Bedford, TX
If an employer includes a salary or salary range on their job, we display it as "Employer Provided". If a job has no salary data, Glassdoor displays a "Glassdoor Estimate" if available. To learn more about "Glassdoor Estimates," see our FAQ page.
Working here doesn’t have to be a secret
Sign in to browse authentic reviews, anonymous ratings and salary data before you apply.