Company Overview Colorado 811 is a 501(C)(4) non-profit organization dedicated to public safety and damage prevention, and ensures reliable, timely, and accurate communication to allow property owners and professional excavators to dig safely, preventing accidental damage to underground public utility lines. Colorado 811 is a 24/7 statewide call center with a critical mission: protecting people, property, and infrastructure by ensuring safe excavation across Colorado. Lead. Coach. Elevate the Customer Experience. Colorado 811 is looking for a hands-on, high-impact Call Center Supervisor who thrives in fast-paced, metrics-driven environments and knows how to build strong, accountable teams. If you're a proven leader in call center operations who can balance people leadership with real-time operational execution—this is your opportunity to make a meaningful impact on a mission-driven organization serving communities across Colorado. What You'll Do As a Call Center Supervisor, you are responsible for delivering operational performance and leading frontline teams in a 24/7, high-volume environment. This is a hands-on leadership role that requires real-time decision-making, strong coaching capability, and full ownership of team outcomes.

You will:

Lead Daily Call Center Operations Oversee day-to-day operations across agents and team leads, ensuring service levels, quality standards, and response times are consistently met Actively manage real-time performance, including queue management, staffing adjustments, and escalation routing to maintain service continuity Step in as needed to handle customer interactions or support coverage gaps, ensuring service levels are protected Coach, Develop, and Hold Teams Accountable Deliver structured coaching (1:1s, call reviews, side-by-sides) with clear expectations, measurable goals, and documented follow-up Provide real-time feedback and coaching to reinforce quality, compliance, and customer experience standards Lead performance management processes, including documentation, corrective action, and performance improvement plans (PIPs) in partnership with HR Build an engaged, accountable, and high-performing team culture focused on continuous improvement Own Performance Outcomes & Reporting Monitor and drive performance across key KPIs, including service level (ASA), abandon rate, adherence, AHT/ACW, quality, and customer satisfaction Identify trends, performance gaps, and root causes, and take decisive action to improve results Prepare and communicate operational updates, performance insights, and recommendations to leadership Partner with Workforce Management and Team Leads on intraday performance adjustments and staffing optimization Ensure Quality, Compliance & Process Excellence Conduct call/case quality monitoring, audits, and calibration activities to ensure consistency and compliance with policies and procedures Reinforce standards related to customer interactions, documentation, and required disclosures Maintain compliance with data security, privacy, and call monitoring requirements, and escalate risks appropriately Drive Workforce Management & Scheduling Execution Partner with Workforce Management to execute scheduling, monitor adherence, and manage coverage in real time Manage absences, schedule adjustments, and staffing gaps to maintain operational continuity Support forecasting and recommend adjustments to improve schedule effectiveness and service outcomes Lead Escalations & Continuous Improvement Serve as the primary escalation point for complex or sensitive customer and employee issues, ensuring timely resolution and follow-up Identify recurring issues and lead root cause analysis and process improvements across workflows, tools, and training Support and implement improvements to SOPs, knowledge articles, and operational processes What This Role Requires This role is ideal for someone who: Takes full ownership of team performance and outcomes Thrives in real-time, fast-paced decision-making environments Balances people leadership with operational discipline Communicates clearly, acts decisively, and follows through We offer a comprehensive benefits package designed to support your health, wellbeing, and long-term goals, including: Health coverage (medical, dental, and vision) Company incurs 100% of premiums for employee coverage HSA/FSA Options 401(k) Retirement plan (401(k Paid time off (PTO) and paid holidays Company-paid life and disability insurance Employee Assistance Program (EAP) Professional development and training support Hybrid work environment (role-dependent; subject to change) Work Environment & Schedule Hybrid role (minimum 2 days per week onsite in Golden, CO) Flexible schedule required, including evenings, weekends, holidays, and on-call support Fast-paced, team-oriented call center environment What Success Looks Like You'll succeed in this role if you: Build highly engaged, accountable teams Take ownership of performance outcomes Act decisively in real-time operational situations Coach effectively and consistently Drive measurable improvements in service and quality Why Join Colorado 811?

Competitive Salary:

$76,000-$88,000 annually

Mission-Driven Work:

Support safe excavation and protect Colorado communities

Leadership Impact:

Shape team culture, performance, and service delivery

Collaborative Environment:

Partner across operations, HR, and training teams

Growth Opportunity:

Influence process improvements and operational strategy Ready to Apply? If you're a results-driven call center leader ready to take ownership, lead with purpose, and make a real impact—we want to hear from you. Apply today and help power the safety and service behind Colorado 811!

Application Deadline:

10/01/2026 Equal Opportunity Employer Colorado 811 is an equal opportunity employer and is committed to building an inclusive workplace. We provide reasonable accommodations in accordance with the ADA and applicable laws.

Pay:

$76,000.00 - $88,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Golden, CO 80403