Position Summary
The Contact Center Supervisor is responsible for leading and developing a team of Customer Service Representatives (CSRs) within a fast-paced, multi-location contact center environment. This role focuses on driving performance, coaching team members, ensuring operational excellence, and delivering exceptional customer experiences. The supervisor serves as a key liaison between frontline agents, contact center leadership, and branch operations to ensure company goals, customer service standards, and operational objectives are achieved.
Key Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Monitor call quality, productivity, attendance, schedule adherence, and customer service metrics.
- Provide real-time support and guidance to agents handling customer inquiries and escalations.
- Identify performance trends and implement action plans to improve results.
- Partner with leadership to drive employee engagement, accountability, and professional development.
- Assist with onboarding, training, and continuous development of team members.
- Support workforce management initiatives, staffing requirements, and operational goals.
- Collaborate with branch leadership to address customer service opportunities and operational challenges.
- Promote adherence to company policies, procedures, and service standards.
- Foster a positive, team-oriented culture focused on customer experience and continuous improvement.
Required Qualifications
- Previous supervisory or leadership experience in a customer service, contact center, or related environment.
- Strong coaching, communication, and conflict-resolution skills.
- Ability to analyze performance metrics and drive measurable results.
- Experience managing multiple priorities in a fast-paced environment.
- Strong organizational, problem-solving, and decision-making abilities.
- High level of professionalism, accountability, and emotional intelligence.
Preferred Qualifications
- Contact center leadership experience.
- Experience supporting multi-location operations.
- Experience with ServiceTitan CRM and/or RingCentral Contact Center (CCaaS) platforms.
- Experience utilizing reporting and analytics to improve team performance.
- Home services industry experience (HVAC, Plumbing, Electrical, or related trades).
Success Measures
- Customer satisfaction and service quality performance.
- Team productivity, efficiency, and schedule adherence.
- Employee engagement, development, and retention.
- Coaching effectiveness and performance improvement outcomes.
- Achievement of departmental and organizational goals.
Benefits That Take Care of You and Your Family:
Your work builds our company. Our benefits build your future. We invest in your health, your financial security, and your success.
Health and wellness
- Medical coverage through Cigna: choose from three PPO plans or an HSA-eligible plan. Pharmacy coverage and virtual visits are included, so care is available when and where you need it.
- Dental coverage through Cigna: select from 3 plan options to fit your needs and budget.
- Vision coverage through Anthem Blue Cross Blue Shield.
- Supplemental health coverage: extra protection with Accident, Critical Illness and Hospital Indemnity plans.
Protection, paid for by us
- Long-term disability: covered at no cost to you.
- Basic life and AD&D insurance: also, at no cost to you.
- Want more protection? Add voluntary short-term disability or additional life and AD&D coverage with low weekly premiums.
Build your financial future
- 401(k) with employer match: we help you save for retirement.
- HSA and Flexible Spending Account options: use pre-tax dollars for health and family expenses.
- Incentive compensation: opportunities to earn more for your performance.
- Tool reimbursement program: we help cover the cost of the tools you need to do the job.
Extras that make a difference
- Travel assistance and pet insurance: because the things you care about matter to us too.