Customer Service Supervisor

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.