Contact Center Operations Supervisor

OverviewJob Title: Contact Center Operations SupervisorReports To: Contact Center ManagerStatus: Full-timeLocation: BW Cook- ElkhartJoin the team of experts and realize your true potential
Our team is committed to training, growth, and delivering outstanding service to customers and employees.Position SummaryThe Contact Center Operations Supervisor will lead a team of local contact center agents in our 24/7/365 operation.
The Supervisor oversees agents handling outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat.
Supported by team leaders, the Supervisor is accountable for meeting or exceeding KPIs including call handling performance, sales conversion, booking rates, productivity, and agent call quality.
The Supervisor will mentor and coach team members to achieve quality and performance standards and support career development, and will facilitate disciplinary action with direct reports as required.The role also involves liaising between Service Experts and a third-party vendor, implementing change initiatives, aligning priorities with corporate strategy, and driving sustainable improvements.
You will be responsible for operational excellence, quality deliverables, and leading customer experience initiatives.Key ResponsibilitiesEnsure workload produced by Customer Support agents meets product/service standards and exceeds quality KPIs.Oversee the handling of all customer interactions, including service requests, appointment bookings, cancellations, complaints, and billing inquiries, with a focus on one-call resolution.Drive inbound/outbound call handling KPIs, including customer retention/renewals, bookings, service levels, and abandonment rates to meet or exceed goals.Demonstrate proficiency in workforce scheduling to optimize agent utilization.Assist in HR objectives: recruitment, orientation, training, coaching, counseling, discipline, communicating job expectations, performance reviews, and compensation actions.Conduct yearly performance reviews with development and goal planning for agents and team leads.Respond quickly with corrective action to customer service issues identified by local center management.Coordinate service center capacity and requests with other operations management.Maintain working knowledge of all company products, services, and promotions.Collaborate with Dispatch Teams to improve scheduling accuracy and speed of response.Work with operational management to resolve customer disputes appropriately.Report and analyze daily/weekly/monthly Call Center results to improve team and business performance.Be available 24/7 for emergencies or critical issues when required.Travel may be required.Complete other duties as assigned.Qualifications5+ years in customer service3+ years in call center managementCreative and strategic thinkerExcellent verbal and written communication skillsStrong interpersonal communication abilitiesAbility to navigate multiple systemsSolid analytical skills and ability to interpret dataProficient in Excel, including pivot tables and graphsAbility to manage multiple people/projects simultaneouslyInnovative, out-of-the-box thinkingWhat We OfferCompetitive pay with incentive opportunitiesPaid time off and company holiday payMedical, dental, and vision insurance401(k) retirement savings plan with company matchingLife and disability insurance optionsSupplemental benefit programsTraining opportunities through Experts UniversityCareer development opportunitiesEqual Employment OpportunityService Experts Heating & Air Conditioning is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.The job description is not intended to be a complete list of responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.
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