Call Center Supervisor

About the role

The DH Pace Company is a family-owned and privately held business with annual sales over $1 billion through 60+ offices located across the continental United States. The Company is an industry leader in the distribution, installation, maintenance, and repair of a complete range of commercial, industrial, and residential door, docking and security products. In 2026, DH Pace is celebrating its 100th anniversary in business. DH Pace Company, Inc. in Atlanta, GA is aspiring to hire a Contact Center Supervisor to lead our team of Customer Service Representatives. In this role, you will be responsible for managing daily team performance, ensuring exceptional customer service, and driving a culture of continuous improvement. You will guide, coach, and motivate your team to achieve performance goals while fostering a collaborative work environment. Your leadership will be key in meeting key performance indicators (KPIs) and ensuring customer satisfaction.

Responsibilities

• Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations.
• Foster a motivating environment that encourages professional growth and retention of top talent.
• Utilize performance data and regular observations to provide feedback and coaching to ensure that CSRs are adhering to company standards and delivering outstanding customer service.
• Ensure that all team members are meeting operational strategies and performance goals.
• Communicate client and company expectations clearly and ensure consistency across the team.
• Handle employee onboarding, scheduling, and performance management, including addressing behavioral issues and conducting disciplinary actions as necessary.
• Ensure all HR processes are followed accurately and promptly.
• Manage and resolve customer escalations and complex issues that the CSR team is unable to resolve, ensuring a positive customer experience and maintaining company standards.
• Ensure schedule adherence and proper staffing to maintain service levels.
• Monitor attendance and manage shifts effectively to meet business needs.
• Actively identify barriers and inefficiencies within the team and work to remove them, ensuring the team can meet their objectives effectively.
• Recommend improvements in procedures and workflows to optimize performance.
• Ensure all team activities comply with company policies, procedures, and safety standards.
• Track performance metrics and provide regular reports to senior management.
• Participate in the implementation of new processes, platforms, and tools to improve team efficiency and performance.
• Provide support for special projects as needed.
• Other responsibilities as assigned.

Qualifications

• 3+ years of customer service experience, with at least 1 year in a supervisory or leadership role within a contact center or similar environment.
• Strong understanding of the contact center operations and performance metrics.
• Proven experience in coaching, mentoring, and developing team members.
• Exceptional communication and interpersonal skills, with the ability to handle conflict diplomatically and motivate a diverse team.
• Proficiency in customer relationship management (CRM) software and integrated phone systems. Familiarity with IFS or similar platforms is a plus.
• A customer-centric approach with the ability to maintain a positive attitude and professional demeanor, even under pressure.
• Ability to work in a fast-paced environment with a flexible approach to meeting changing needs.
• Successful completion of employment verifications, background check, drug screen, and driving record (if applicable) required in advance of hire.

Benefits

• Comprehensive medical, dental, and vision coverage — available your first full month
• Generous paid time off plus paid holidays and floating holidays
• Company-paid life insurance, short-term disability, and long-term disability
• 401(k) with employer match
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Voluntary benefits including supplemental life and critical illness coverage
• Employee discounts for you and your immediate family
• Competitive compensation with annual performance reviews