Contact Center Supervisor

Position Summary

The Contact Center Supervisor leads and develops a team of Customer Service Representatives responsible for inbound customer communications in a lawn care and home services environment. This role oversees daily operations across Phone, Email, Text, and Chat channels, ensuring service excellence, operational efficiency, and consistent KPI achievement.

The Supervisor drives performance through structured coaching, quality assurance monitoring, real-time queue management, and workforce adherence oversight. This position requires strong proficiency in Salesforce (case management) and RingCentral (telephony and communication platform).

Essential Duties & Responsibilities

Team Leadership & Coaching

• Supervise, mentor, and develop a team of Contact Center Representatives.
• Conduct regular 1 : 1 coaching sessions and performance evaluations.
• Provide documented performance feedback tied to KPIs.
• Support onboarding and training of new employees.
• Promote a positive, accountable, and customer-focused culture.

Operational Management

KPI Accountability

Quality Assurance & Compliance

Cross-Functional Collaboration

Qualifications

Required :

Preferred :

This is a salaried, exempt role, with compensation commensurate with experience.

The Senske Family of Companies is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to legally protected status.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.