Supervisor, Contact Center - Sales

About Us

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities to provide customized solutions tailored to any community—delivering real value where people live. Our work helps homeowners protect essential home systems—from HVAC, appliances, and electrical to water, sewer, gas lines, and more—so they can avoid the stress and financial impact of unexpected repairs. At Oncourse, our people are what make that possible. We call ourselves SUPERs—Successful, United, Progressive, Empathetic, and Reliable—because that’s how we show up for our customers and for each other.

About the Role

The Contact Center Supervisor (Move Channel) will play a pivotal role in guiding internal agents to elevate customer experience. Responsibilities include monitoring and executing customer service, quality, and sales to meet company and partner goals. This role champions new initiatives, drives continuous improvement, and builds teams that deliver results while serving as a talent bench for the organization. It’s about fostering a culture of care, coaching agents to excel, and ensuring every customer interaction reflects our commitment to best-in-class service.

This position is located at our office in Naperville. A regular in-office schedule (Monday through Friday, 10:30 AM–7:00 PM) is required.

Responsibilities

• Achieve team KPIs, Quality Success Metrics (Sales conversion, net plan conversion, CSAT, schedule adherence, etc.), and Sales Performance results daily, weekly, and monthly.
• Demonstrate customer service experience, including supervisory responsibility, strategy-aligned decision-making, and a thorough understanding of contact center technologies (e.g., KMS, WFM, QA, CRM).
• Create and implement care strategies tailored to improving agent efficiency and driving higher-quality customer interactions.
• Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies as needed to meet targets.
• Work effectively across departments to align strategies with overall business objectives.
• Establish and maintain strong relationships with external vendors to ensure alignment on day-to-day performance and strategic initiatives.
• Monitor and evaluate vendor performance against established KPIs, providing feedback and recommendations to improve sales performance.
• Act as a key liaison between internal teams and leadership, ensuring clear communication of goals, expectations, and timebound quotas.
• Ensure team compliance with company policies and industry regulations.
• Collaborate with team members to identify strengths and areas for improvement.
• Establish personalized development plans to support career advancement.
• Encourage a culture of continuous improvement by organizing workshops, training sessions, and knowledge-sharing initiatives.
• Implement recognition programs to celebrate individual and team achievements, motivating staff to reach their full potential.
• Build relationships with direct reports to foster a positive and professional work environment focused on exceptional customer service.

Requirements

• Minimum 3 (ideally 3–5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center, with direct responsibility for claims or customer care operations.
• Strong leadership skills with a proven ability to coach, motivate, and develop high-performing teams by recognizing and rewarding excellent performance and addressing performance issues promptly.
• Excellent communication and interpersonal skills, with experience handling customer escalations, coverage disputes, contractor-related concerns, and service delays.
• Demonstrated ability to analyze operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive process improvements and service quality.
• Proficiency in CRM and claims management systems, along with Microsoft Office Suite; Salesforce experience preferred.
• Ability to partner cross-functionally to drive timely resolution and customer satisfaction.
• High school diploma required; bachelor’s degree preferred.

Skills

• Proficiency in Microsoft O365.
• ERP and CRM software experience required.

Pay

The base pay range for this position is $61,030–$92,500 USD annually. The specific pay offered will depend on qualifications, experience, education, and skill set. Compensation may also include an annual performance-based bonus, sales incentive plan, or commission target.

Schedule

Monday through Friday, 10:30 AM–7:00 PM (in-office).

Benefits

• Comprehensive health coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% company match.
• Generous paid time off.
• Education Assistance Program to support growth and development.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options for transportation and dependent care expenses.
• Employee wellness resources, including EAP, health, legal, and financial support.
• Vibrant company culture with monthly town halls, employee recognition programs, and Employee Business Resource Groups (EBRGs).