Call Center Supervisor

About the Role

Gene Johnson, an established residential home services company in the greater Seattle and Puget Sound area, is seeking an Onsite Call Center Supervisor to lead the Seattle Market Area Call Center. This role supports a team of 13+ Customer Service Representatives (CSRs) booking service calls across the Gene Johnson Family of Brands. Reporting to the Call Center Manager, the supervisor oversees daily operations, CSR coaching, scheduling, quality assurance, and customer escalations. The ideal candidate is a hands-on leader focused on improving performance, developing team members, and delivering a consistent customer experience.

Responsibilities

• Oversee daily call center operations, monitoring queues, staffing, call volume, and service levels.
• Coordinate breaks and lunches to maintain phone coverage and comply with Washington meal and rest break requirements.
• Coach CSRs on live calls, booking performance, saving refused or cancelled calls, and securing high-value Priority calls.
• Monitor booking rates, call volume, and QA scores, providing regular feedback and coaching.
• Handle customer escalations and partner with local management to resolve concerns.
• Serve as the first point of contact for CSR questions, documenting answers and keeping call center resources current.
• Route dispatch disagreements to the General Manager (GM) and Call Center Manager (CSM).
• Assist with weekly CSR timecards in ADP, including missed punches, PTO, and meal breaks.
• Manage QA scoring, CSR incentive programs, and weekly performance initiatives.
• Lead rotating CSR meetings with trade managers and assist with onboarding and training new team members.
• Support call center projects, including outbound shoulder-season lists and ServiceTitan updates.
• Partner with the Call Center Manager to address team feedback and communicate improvements.
• Provide coverage for the Call Center Manager as needed and participate in the rotating weekend MOD schedule.

Qualifications

• 2+ years of experience in call center, customer service, or dispatch operations.
• At least 1 year of experience leading, coaching, or training others.
• Experience coaching to performance metrics, including booking rates, call volume, and QA.
• Ability to handle upset customers and de-escalate challenging situations.
• Strong Excel or Google Sheets skills.
• Clear, kind, and direct communication skills, both in person and through Microsoft Teams.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Experience with ServiceTitan and Five9.
• Home services experience in HVAC, plumbing, or electrical.
• Experience supporting multi-brand or multi-location call centers.
• Familiarity with ADP timekeeping and payroll processes.

Personal Characteristics

• People-focused leader who builds trust and accountability.
• Clear communicator who provides constructive feedback.
• Customer-focused with strong problem-solving skills.
• Calm under pressure and effective at handling escalations.
• Performance-driven with focus on metrics and results.
• Hands-on, resourceful, and team-oriented.
• Organized, adaptable, and detail-oriented.
• Collaborative leader committed to team development and continuous improvement.

Benefits

• Paid Vacation
• 401(k) Retirement Plan with company match
• Medical, Dental, and Vision Insurance for employees and eligible family members
• Career growth opportunities
• Employee Referral Bonuses

Pay

The hourly pay range for this position is $30–$35 per hour, depending on experience. Actual compensation will depend on relevant experience, transferable skills, training, business needs, and market conditions.

Schedule

This is an onsite, hourly position based in the Seattle market, Monday–Friday. Weekend coverage is shared through a rotating Manager on Duty (MOD) schedule with the Call Center Manager. Weekend onsite work is not required.