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Call Center Supervisor

Call Center Supervisor

Horne Heating & Air ConditioningCharlotte, NC, USA
1 day ago
Job type
  • Full-time
  • Quick Apply
Job description

Join Our Team as a Call Center Supervisor

Are you an experienced leader with a strong background in customer service and call center operations? We're looking for a Call Center Supervisor to oversee our customer service and dispatch teams, ensuring smooth daily operations, strong performance, and a positive, productive work environment. This is a pivotal role for someone who thrives in a fast-paced setting, excels at coaching and mentoring, and is passionate about driving service excellence.

Position Details

  • Title : Call Center Supervisor
  • Reports to : General Manager
  • Schedule : Monday-Friday, 7 : 00 AM - approximately 4 : 00 PM (in-office)
  • Compensation : $55,000-$60,000 base salary, depending on experience, plus additional earning potential

What We Offer

  • Performance bonus opportunities
  • Year-round work stability
  • 2+ weeks of accrued PTO in your first year
  • 5 paid holidays plus your birthday off
  • Medical, dental, vision, life, and supplemental benefits
  • 401(k) with 3% full match and partial match on 4-5%
  • Ongoing training and career growth opportunities
  • Quarterly incentives tied to performance goals
  • Fun company events and team-building activities

    • Key Responsibilities

  • Lead, motivate, and support the call center, dispatch, and customer service teams to meet and exceed performance goals.
  • Train new hires and provide ongoing coaching to improve skills, knowledge, and productivity.
  • Develop and implement process improvements to increase efficiency and customer satisfaction.
  • Handle escalated customer issues with professionalism and empathy, ensuring timely resolution.
  • Monitor, track, and report on departmental performance metrics and KPIs.
  • Collaborate across departments to streamline workflows and enhance service delivery.
  • Foster a culture of accountability, teamwork, and continuous improvement.

    • Required Qualifications

  • Experience with ServiceTitan software (1+ years preferred).
  • HVAC or related industry experience.
  • Supervisory / Management / Leadership experience, ideally overseeing teams of 5 or more.
  • Proficiency in Microsoft Office 365 (Teams, Excel, OneDrive).
  • Strong phone-based customer service experience.
  • Demonstrated ability to track and deliver on departmental metrics.
  • Strong multitasking, organizational, and time-management skills.
  • Excellent communication and interpersonal skills with a passion for coaching and team development.
  • High School Diploma or GED required.
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    Call Center Supervisor • Charlotte, NC, USA