Call Center Supervisor - Water Wings

About the Role

Brand Supervisors lead day-to-day operations for Water Wings Swim School within the Guest Loyalty Team contact center in Bedford, TX. This on-site role manages Team Leads and agents, ensuring performance targets are met across conversion, quality, service levels, and agent development and retention. The Guest Loyalty Team supports multiple brands, and this role partners with other brand supervisors and leaders to ensure consistent execution while supporting brand-specific needs and performance goals.

Responsibilities

• Team Leadership
  • Directly manage and develop Team Leads, including performance evaluations, coaching plans, and corrective actions
  • Conduct coaching sessions and performance check-ins
  • Oversee new hire nesting and reinforcement coaching
• KPI Ownership
  • Drive daily performance in conversion, QA, SLAs, AHT, and adherence
  • Monitor dashboards and partner with WFM to address real-time risks
  • Execute targeted action plans for underperforming agents or processes
  • Accountable for daily performance results across assigned teams
• Escalation Management
  • Resolve guest escalations in a timely manner
  • Support agents with complex or sensitive customer situations
  • Own resolution of recurring operational issues and escalate systemic risks to the Program Manager
• Cross-Functional Alignment
  • Provide QA and Training with performance trends and skill gaps
  • Support promotions, seasonal volume surges, and routing/IVR changes
  • Ensure brand standards and processes are followed consistently
• Process Support
  • Provide feedback on scripts, workflows, and SOPs
  • Identify opportunities to simplify or improve procedures
  • Support implementation of AI tools, pilots, and new-brand launches

Requirements

• 2+ years as a Team Lead or Supervisor
• Experience in sales-driven contact center environments preferred
• Strong understanding of call center KPIs

About the Company

Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play, and grow. Over the last 10 years, the team has built a proven platform for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging, and inspiring experiences. Unleashed Brands has more than 1,300 locations open and in development, with plans to open over 100+ new units annually over the next 5 years. The company is headquartered in the Dallas/Fort Worth Metroplex.