Call Center Supervisor (On-Site)

Position Summary

F.H. Furr is seeking an experienced Call Center Supervisor to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams.

Key Responsibilities

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.

• Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.

• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.

• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.

• Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

• Manage escalated customer concerns and ensure timely, professional resolution.

• Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.

• Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.

• Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

• Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.

• Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.

• Assign and maintain agent skill groups and routing configurations.

• Generate and analyze daily, weekly, and monthly operational reports.

• Track and communicate key performance metrics to leadership.

• Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.

• Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Success Measures

• Service Level Achievement

• Appointment Booking & Conversion Rates

• Customer Satisfaction (CSAT)

• Quality Assurance Scores

• Membership Performance & Retention

• Agent Productivity, Utilization & Adherence

• Attendance, Engagement & Retention

• Escalation Resolution Effectiveness

• Coaching & Employee Development Outcomes

• Payroll Accuracy & Operational Compliance

What We're Looking For

• Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.

• Strong coaching, communication, and employee development skills.

• Experience managing KPIs, service levels, conversion metrics, and quality performance.

• Ability to analyze operational data and drive continuous improvement.

• Strong problem-solving and escalation management capabilities.

• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.

• Ability to thrive in a fast-paced, high-volume service organization.

• HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Work Location

Onsite - Georgetown, DE (F.H. Furr Delaware Location)

Pay

$55,000.00/Yr. - $80,000.00/Yr.