Call Center Supervisor

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. This leader creates an exceptional customer experience from the first interaction, oversees day‑to‑day performance, ensures calls are handled efficiently and professionally, and partners with Operations to maximize every opportunity to serve customers.

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 (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.

Qualifications

• High school diploma or equivalent (required).
• Bachelor’s degree in Business, Communications, Management, or a related field (preferred).

Pay

$70,000 annual salary

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