Call Center Supervisor

ExecuSource is seeking a motivated Call Center Supervisor to work with a prestigious home and light commercial servicing company in Richardson, Texas.Contract-to-hire: This role will convert after 3-5 monthsLocation: FULLY ONSITE in Richardson, TXPay: $50,000-$65,000 per year plus annual bonus opportunityBenefits: Medical, Dental, Vision, Retirement, and more.*NEED TO BE AVAILABLE WEEKENDS*Qualifications:5+ years in customer service3+ years call center leading, supervising, managingKey ResponsibilitiesEnsure Customer Support agents meet or exceed product and service quality standards, as well as key performance indicators (KPIs).Oversee all customer interactions, including service requests, appointment scheduling, cancellations, complaints, and billing inquiries, with professionalism and a focus on one-call resolution.Drive performance in inboundoutbound call handling KPIs, such as customer retention, renewal conversions, booking rate, service levels, and abandonment rates, to meet and exceed company objectives.Optimize workforce scheduling to maximize agent efficiency and productivity.Support human resource functions by participating in hiring, training, performance management, coaching, and policy enforcement, as well as planning and reviewing compensation strategies, including bonus and incentive plans.Conduct annual performance reviews for agents and Team Leads, setting development goals and career growth plans.Address customer service issues proactively and implement corrective actions as needed, in coordination with local center management.Collaborate with operations management to assess service center capacity and respond to local center needs.Maintain up-to-date knowledge of company products, services, and promotions.Work closely with Dispatch Teams to enhance scheduling accuracy and response times.Partner with operational leadership to ensure effective resolution of customer disputes.Analyze and report daily, weekly, and monthly call center performance metrics to drive improvements in team and business performance.Be available 247 for emergency situations as needed.Travel may be required.

Created: 2025-02-21