Call Center Supervisor
Coolray Tennessee · Nashville, TN · Today
OTHR$70k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes description at start: "Coolray is seeking a Call Center Supervisor to lead, coach, and develop..." That's about the role. Then "What's In It For Me?" includes salary and benefits. Then "Do I have What it Takes?" includes requirements/qualifications. Then "What Success Looks Like" maybe a section? Could be "About the role" or "Responsibilities". Then "What Will I Do?" is responsibilities.
We must not repeat job title as heading. Use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to include sections only when posting has real specific content. So we need to map content.
We have:
- About the role: initial paragraph describing role, purpose, etc.
- Responsibilities: "What Will I Do?" list of duties.
- Requirements/Qualifications/Skills: "Do I have What it Takes?" includes experience, education, skills. Could split into Requirements (experience), Qualifications (education), Skills (specific abilities). But we can combine if needed. The instruction: prefer a few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements (including experience, education, skills), Benefits (including salary and benefits), Pay (salary), Schedule? No schedule info given. So we should not create Schedule section.
Pay: we have "$70,000 annual salary". So we can have Pay section with that.
Benefits: list of benefits: PTO, health/vision/dental, 401(k), life insurance, disability, FSA, EAP, legal services, identity theft protection, training, dynamic environment, coaching for career growth.
We should not include boilerplate like EEO etc. Remove that.
We must not include duplicated lines.
We need to preserve all substantive info.
Let's extract:
About the role paragraph: "Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment. Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers. We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results."
That's about role.
Responsibilities: list from "What Will I Do?" bullet points.
Let's list them:
- Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
- Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
- Monitor call center performance and hold team members accountable to established goals and service standards.
- Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
- Conduct regular call monitoring and provide timely, actionable coaching and feedback.
- Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
- Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
- Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
- Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
- Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
- Handle escalated customer concerns and support representatives with challenging customer interactions.
- Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
- Support hiring, onboarding, training, and development of new call center team members.
- Ensure customer information, appointments, and call notes are entered accurately into company systems.
- Use call center data and reporting to identify opportunities to improve customer experience, team productivity, and overall performance.
- Help implement new processes, technology, scripts, and initiatives designed to improve call center effectiveness.
- Recognize strong performance while creating a culture of accountability, teamwork, urgency, and continuous improvement.
- Serve as a hands-on leader who is willing to jump in and support the team during periods of high call volume.
That's responsibilities.
Requirements/Qualifications/Skills: from "Do I have What it Takes?" and maybe also "What Success Looks Like"? The latter is more about success criteria, could be part of About the role or separate but we can incorporate.
Let's extract requirements:
- 3+ years of experience in a high-volume call center, customer service, or contact center environment preferred.
- 2+ years of leadership, supervisory, or team lead experience strongly preferred.
- Experience leading and coaching teams against measurable KPIs and performance goals.
- Home services, HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
- Strong understanding of call center metrics, workforce management, call quality, and performance reporting.
- Demonstrated ability to coach employees and improve individual and team performance.
- Strong customer service mindset with the ability to effectively manage escalated situations.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities with the ability to use data to make decisions.
- Highly organized with the ability to prioritize in a fast-paced, constantly changing environment.
- Comfortable holding employees accountable while maintaining a positive and motivating team culture.
- Proficiency with Microsoft Office and experience working with CRM, call center, or customer management technology.
- High school diploma or equivalent required; Bachelor's degree in Business, Communications, Management, or a related field preferred.
Also "What Success Looks Like" paragraph: "A successful Call Center Supervisor builds a team that is engaged, accountable, customer-focused, and results-driven. They know their numbers, understand what is driving performance, coach consistently, and take action quickly when results fall below expectations. Most importantly, they understand that every phone call represents both a customer who needs our help and an opportunity to grow the business."
That could be part of About the role or a separate section like "Success Profile". But we have limited headings; we could add a section "What Success Looks Like" but not in allowed headings list. The allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map success to About the role or Requirements. Probably incorporate into About the role.
Thus we have sections: About the role, Responsibilities, Requirements (maybe combine experience, education, skills), Benefits, Pay.
We need to use
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to include sections only when posting has real specific content. So we need to map content.
We have:
- About the role: initial paragraph describing role, purpose, etc.
- Responsibilities: "What Will I Do?" list of duties.
- Requirements/Qualifications/Skills: "Do I have What it Takes?" includes experience, education, skills. Could split into Requirements (experience), Qualifications (education), Skills (specific abilities). But we can combine if needed. The instruction: prefer a few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements (including experience, education, skills), Benefits (including salary and benefits), Pay (salary), Schedule? No schedule info given. So we should not create Schedule section.
Pay: we have "$70,000 annual salary". So we can have Pay section with that.
Benefits: list of benefits: PTO, health/vision/dental, 401(k), life insurance, disability, FSA, EAP, legal services, identity theft protection, training, dynamic environment, coaching for career growth.
We should not include boilerplate like EEO etc. Remove that.
We must not include duplicated lines.
We need to preserve all substantive info.
Let's extract:
About the role paragraph: "Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment. Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers. We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results."
That's about role.
Responsibilities: list from "What Will I Do?" bullet points.
Let's list them:
- Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
- Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
- Monitor call center performance and hold team members accountable to established goals and service standards.
- Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
- Conduct regular call monitoring and provide timely, actionable coaching and feedback.
- Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
- Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
- Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
- Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
- Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
- Handle escalated customer concerns and support representatives with challenging customer interactions.
- Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
- Support hiring, onboarding, training, and development of new call center team members.
- Ensure customer information, appointments, and call notes are entered accurately into company systems.
- Use call center data and reporting to identify opportunities to improve customer experience, team productivity, and overall performance.
- Help implement new processes, technology, scripts, and initiatives designed to improve call center effectiveness.
- Recognize strong performance while creating a culture of accountability, teamwork, urgency, and continuous improvement.
- Serve as a hands-on leader who is willing to jump in and support the team during periods of high call volume.
That's responsibilities.
Requirements/Qualifications/Skills: from "Do I have What it Takes?" and maybe also "What Success Looks Like"? The latter is more about success criteria, could be part of About the role or separate but we can incorporate.
Let's extract requirements:
- 3+ years of experience in a high-volume call center, customer service, or contact center environment preferred.
- 2+ years of leadership, supervisory, or team lead experience strongly preferred.
- Experience leading and coaching teams against measurable KPIs and performance goals.
- Home services, HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
- Strong understanding of call center metrics, workforce management, call quality, and performance reporting.
- Demonstrated ability to coach employees and improve individual and team performance.
- Strong customer service mindset with the ability to effectively manage escalated situations.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities with the ability to use data to make decisions.
- Highly organized with the ability to prioritize in a fast-paced, constantly changing environment.
- Comfortable holding employees accountable while maintaining a positive and motivating team culture.
- Proficiency with Microsoft Office and experience working with CRM, call center, or customer management technology.
- High school diploma or equivalent required; Bachelor's degree in Business, Communications, Management, or a related field preferred.
Also "What Success Looks Like" paragraph: "A successful Call Center Supervisor builds a team that is engaged, accountable, customer-focused, and results-driven. They know their numbers, understand what is driving performance, coach consistently, and take action quickly when results fall below expectations. Most importantly, they understand that every phone call represents both a customer who needs our help and an opportunity to grow the business."
That could be part of About the role or a separate section like "Success Profile". But we have limited headings; we could add a section "What Success Looks Like" but not in allowed headings list. The allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map success to About the role or Requirements. Probably incorporate into About the role.
Thus we have sections: About the role, Responsibilities, Requirements (maybe combine experience, education, skills), Benefits, Pay.
We need to use - for any list of duties/requirements/benefits. So for responsibilities list, requirements list, benefits list.
We need to use
for prose.
We must not include headings with empty/filler.
Let's craft HTML:
About the role
Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment. Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers. We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results. A successful Call Center Supervisor builds a team that is engaged, accountable, customer-focused, and results-driven. They know their numbers, understand what is driving performance, coach consistently, and take action quickly when results fall below expectations. Most importantly, they understand that every phone call represents both a customer who needs our help and an opportunity to grow the business.
Responsibilities
- Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
- Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
- Monitor call center performance and hold team members accountable to established goals and service standards.
- Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
- Conduct regular call monitoring and provide timely, actionable coaching and feedback.
- Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
- Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
- Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
- Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
- Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
- Handle escalated customer concerns and support representatives with challenging customer interactions.
- Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
- Support hiring, onboarding, training, and development of new call center team members.
- Ensure customer information, appointments, and call notes are entered accurately into company systems.
- Use call center data and reporting to identify opportunities to improve customer experience, team productivity, and overall performance.
- Help implement new processes, technology, scripts, and initiatives designed to improve call center effectiveness.
- Recognize strong performance while creating a culture of accountability, teamwork, urgency, and continuous improvement.
- Serve as a hands-on leader who is willing to jump in and support the team during periods of high call volume.
Requirements
- 3+ years of experience in a high-volume call center, customer service, or contact center environment preferred.
- 2+ years of leadership, supervisory, or team lead experience strongly preferred.
- Experience leading and coaching teams against measurable KPIs and performance goals.
- Home services, HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
- Strong understanding of call center metrics, workforce management, call quality, and performance reporting.
- Demonstrated ability to coach employees and improve individual and team performance.
- Strong customer service mindset with the ability to effectively manage escalated situations.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities with the ability to use data to make decisions.
- Highly organized with the ability to prioritize in a fast-paced, constantly changing environment.
- Comfortable holding employees accountable while maintaining a positive and motivating team culture.
- Proficiency with Microsoft Office and experience working with CRM, call center, or customer management technology.
- High school diploma or equivalent required; Bachelor's degree in Business, Communications, Management, or a related field preferred.
Benefits
- Robust PTO Plan
- Health, Vision, and Dental plans for you and your family to choose from
- 401(k) Retirement Plan with company match up to 30%
- Life Insurance, Short-Term Disability, and Long-Term Disability
- Special Program Options including FSA, EAP, Legal Services, and Identity Theft Protection
- Continuous training and professional development
- A dynamic, collaborative, and high-energy work environment
- Coaching and support for continued career growth
Pay
$70,000 annual salary
We should not include Schedule
for prose. We must not include headings with empty/filler. Let's craft HTML:
About the role
Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment. Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers. We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results. A successful Call Center Supervisor builds a team that is engaged, accountable, customer-focused, and results-driven. They know their numbers, understand what is driving performance, coach consistently, and take action quickly when results fall below expectations. Most importantly, they understand that every phone call represents both a customer who needs our help and an opportunity to grow the business.
Responsibilities
- Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
- Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
- Monitor call center performance and hold team members accountable to established goals and service standards.
- Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
- Conduct regular call monitoring and provide timely, actionable coaching and feedback.
- Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
- Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
- Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
- Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
- Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
- Handle escalated customer concerns and support representatives with challenging customer interactions.
- Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
- Support hiring, onboarding, training, and development of new call center team members.
- Ensure customer information, appointments, and call notes are entered accurately into company systems.
- Use call center data and reporting to identify opportunities to improve customer experience, team productivity, and overall performance.
- Help implement new processes, technology, scripts, and initiatives designed to improve call center effectiveness.
- Recognize strong performance while creating a culture of accountability, teamwork, urgency, and continuous improvement.
- Serve as a hands-on leader who is willing to jump in and support the team during periods of high call volume.
Requirements
- 3+ years of experience in a high-volume call center, customer service, or contact center environment preferred.
- 2+ years of leadership, supervisory, or team lead experience strongly preferred.
- Experience leading and coaching teams against measurable KPIs and performance goals.
- Home services, HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
- Strong understanding of call center metrics, workforce management, call quality, and performance reporting.
- Demonstrated ability to coach employees and improve individual and team performance.
- Strong customer service mindset with the ability to effectively manage escalated situations.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities with the ability to use data to make decisions.
- Highly organized with the ability to prioritize in a fast-paced, constantly changing environment.
- Comfortable holding employees accountable while maintaining a positive and motivating team culture.
- Proficiency with Microsoft Office and experience working with CRM, call center, or customer management technology.
- High school diploma or equivalent required; Bachelor's degree in Business, Communications, Management, or a related field preferred.
Benefits
- Robust PTO Plan
- Health, Vision, and Dental plans for you and your family to choose from
- 401(k) Retirement Plan with company match up to 30%
- Life Insurance, Short-Term Disability, and Long-Term Disability
- Special Program Options including FSA, EAP, Legal Services, and Identity Theft Protection
- Continuous training and professional development
- A dynamic, collaborative, and high-energy work environment
- Coaching and support for continued career growth
Pay
$70,000 annual salary
We should not include Schedule