Call Center Supervisor

Call Center Supervisor

We're looking for a hands-on Call Center Supervisor to lead a team of customer service representatives (inbound, outbound, and chat) for a multi-brand home services organization. You'll coach daily, drive performance, uphold quality standards, and partner cross-functionally (Dispatch, Memberships, Marketing) to deliver a consistently excellent customer experience.

What You'll Do :

• Lead & Coach (60%)
• Provide daily side-by-sides, live monitoring, and QA coaching; deliver actionable feedback with follow-ups and coaching plans.
• Run brief huddles and weekly team meetings to align goals, share trends, and celebrate wins.
• Develop agents for growth (skill ladders, shadowing, micro-trainings, cue cards).
• Operational Execution (25%)
• Manage live performance in RingCentral (queues, skills, adherence) and coordinate with Workforce Management on staffing and intraday changes.
• Ensure accurate job types, bookings, and complete job summaries (filters, system age, correct scheduling cadence).
• Drive membership enrollment conversations and compliance with call flow standards.
• Oversee outbound productivity targets and chat responsiveness.
• Quality, Reporting & Continuous Improvement (15%)
• Own team-level KPIs and daily scorecards; analyze trends (AHT, ASA, SLA, ABA, CSAT, conversion, adherence).
• Partner with QA to calibrate, reduce clerical / booking errors, and close the loop on recurring issues.
• Document SOP updates and contribute to scripting improvements; surface tool / process gaps.

KPIs You'll Own / Influence :

Tools You'll Use :

What You Bring : Must-Haves :

Nice-to-Haves :

Day-to-Day Rhythm :

30 / 60 / 90 Success Snapshot :

Work Environment & Physical Requirements :