Supervisor, Contact Center - Hybrid/Remote/Onsite Options
: Job Details :

Job Category: Contact CenterRequisition Number: SUPER001837 West Bend, WI 53095, USAJob DetailsDescription

Work for Delta Defense, the private company that provides Marketing, Operations and Customer Service for the U.S. Concealed Carry Association. The USCCA safeguards life, freedom, and finances for responsible American gun owners. Learn more about the USCCA at

Are you looking to build on your impact and take the next step in your leadership journey? Imagine a future where you're not only climbing the career ladder but also lifting others along the way. Unleash your passion for guiding, empowering, and growing others while you lead with purpose.

At Delta Defense, we believe leadership is about coaching and developing, not just managing. As a Member Engagement Supervisor, you'll step into a role where your passion for people and leadership can truly shine. Here, you'll have the opportunity to engage deeply with your team, guiding advisors through crucial developmental conversations and empowering them to deliver exceptional customer service. You'll be at the forefront of creating a positive, growth-oriented environment where your team can thrive and, in turn, deliver the world-class service our members deserve.

Supervisor, Member Engagement Contact Center - Position Summary:

In this dynamic position, you will lead a group of Member Engagement Advisors, who handle inbound contacts from USCCA members, customers, and prospects. You'll be responsible for guiding and nurturing your team, helping them grow and succeed. Regular meetings will be your platform for inspiring excellence as you review performance, discuss opportunities, celebrate successes, and provide additional resources to ensure your team thrives.

Collaboration is key, as you'll work closely with stakeholders to guarantee that our customers experience the exceptional service they expect. Reporting to the Member Engagement Manager, you'll provide direct supervision, insightful analysis, and strategic coaching to a diverse team of on-site, hybrid, and remote advisors while supporting daily contact center operations.

Your role will also involve working with contact center leadership to ideate, create, and integrate innovative customer engagement strategies and tactics, ensuring our members receive nothing less than a world-class experience. Read on to learn more!

Supervisor, Member Engagement Contact Center - Essential Duties & Responsibilities:

• Lead and Engage: You'll supervise and engage a team of advisors, both on-site and remote.
• Boost Morale: Cultivate an engaging environment across your team, virtually and at headquarters, through creative morale-boosting activities.
• Drive Performance: Keep a close eye on your team's performance on key metrics such as Service Levels, ASA, Abandoned Rate, Quality & Compliance, Sales, Conversion Rate, and more.
• Coach and Develop: Meet team and department performance expectations while offering feedback, coaching, and professional development to your team.
• Collaborate: Work with a team of supervisors to ensure alignment on schedules, tactical and strategic plans, and development and execution of department projects.
• Improve Service: Identify opportunities to meet higher service and brand experience expectations and work with leadership to address concerns or issues.
• Cross-Department Collaboration: Work across departments to report needs for individual and team development.
• Support Customer Engagement: Execute assigned work that supports customer engagement expectations.
• Promote Company Values: Maintain alignment with the Core Values of Delta Defense and Mission of the USCCA in all interactions.
• Plus, you'll have the chance to take on other duties as assigned.

Required Skills/Experience:

• High School diploma or equivalent required.
• We require someone with a minimum of 1 year of people leadership experience.
• If you have spent three years or more managing people, your transferable skills are of benefit.
• A background in customer experience and engagement in an omni-channel environment (like chat, phones, social media, SMS) is a great plus.
• Sales experience is a tremendous asset for success in this role.
• You have excellent communication skills and the ability to inspire and motivate your team.
• A knack for developing talent, managing staff effectively, and guiding service strategy is essential.
• We're looking for someone who can think and act strategically and proactively.
• You will need strong written and presentation skills for this role.
• You'll be required to pass and maintain a Producer Property and Casualty License. Don't worry, we provide paid training for all hires.
• Detailed knowledge of all our product and service offerings will be required.
• Solid strategic thinking and planning skills are key.
• A willingness to occasionally flex your schedule to support 24 hour, 7 day/week teams is necessary.
• You are someone who embodies the Core Values of Delta Defense, LLC.
• If you check all these boxes, we'd love to hear from you!

Hiring for the following shifts:

• Wednesday - Saturday, 2:30pm-1:00am CST (4 x 10)
• Tuesday 4:30pm-1:00am plus Wednesday - Saturday 1:30pm-10:00pm CST (5 x 8)
• Monday - Friday, 7:00am-3:30pm CST (5 x 8)
• Monday - Friday, 9:00am-5:30pm CST (5 x 8)

This position allows for the ability to work hybrid, in-office, or remote based on location.

Unable to accept applications from the following states: CA, FL, HI, IL, KY, NJ, NM, NY, WA.

Starting salary is $59,000 and range is determined based on experience. This role is bonus-eligible for company incentive plan.

PM19

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August 8, 2025

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