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Call Center Supervisor

Call Center Supervisor

Job Description

Nationally recognized Company with over $250M in sales and 85 years of success thanks to our 1200+ employees, D.H. Pace Company, Inc. is comprised of a family of companies (including Overhead Door Company) dedicated to providing door related products and services to both commercial and residential sectors. We provide sales, installation, repair and service of all types of commercial, institutional and industrial door related products for both new construction and retrofit (aftermarket) applications.


We are recruiting for a Call Center Supervisor for our National Accounts Group. In this role you will report to the Operations Manager and be responsible for supervising and coaching a team of associates in providing quality service for inbound and outbound telephone calls as well as service requests through other mediums (email, online, fax, etc.) Must be used to working in a fast paced/multi-tasking environment where every detail counts and customer service is highly valued.


Provide leadership to include quality performance monitoring, improving processes, and development of employees

Responsible for daily activities within the department’s realm of responsibilities including billing, invoicing and basic dispatching of our divisions and subcontractors

Personnel Management will include: interview, hire and train employees; plan, assign and direct work; performance appraisals; reward and discipline employees; address complaints and resolve problems

Works with other managers in scheduling staff to cover business needs on all shifts

Discuss and establish work plan outline with staff; assign duties, responsibilities and scope of authority and provide technical advice/trouble-shooting

Monitor team performance on calls, oversee special projects

Build and maintain relationships with our large customers by ensuring follow up calls are made.

Help maintain job files by gathering information to ensure projects are completed

Proactively communicate new ideas and wins to the Operations Manager

Responsible for being on call for staffing issues

Provides coaching, call support, and balanced feedback to associates in a timely manner

Other duties may be assigned


Job Requirements

Basic Qualifications:

          High school diploma or GED

          Three (3) years’ experience in call center management or related role

          Experience in directly interviewing, hiring and managing administrative personnel

          Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)

          Experience working in a fast paced, office environment

          Flexibility with scheduling and strong attendance habits
Additional Qualifications:

          Bachelor’s degree strongly preferred

          Excellent written and verbal communication skills

          Strong organizational skills

          Ability to provide feedback in a constructive and developmental manner



          Competitive Compensation  

          Medical/dental/life insurance, long-term disability insurance

          401(k) plan

          Paid Time Off Plan

          Non-smoking work environment


Offer of employment contingent upon successful completion of pre-employment screening, background check and E-Verify.  EOE M/F/Disability/Veteran AAP VEVRAA Federal Contractor

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Management, Admin - Clerical
Education High School
Experience 3 to greater than 15 years
Manages Others Not Specified
Industry Construction, Building Materials, Homebuilding
Required Travel None
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Call Center Supervisor

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