{"schemaVersion":"jobsearcher.job.v1","id":"7473f4d99dd3af6be5e4c6ec","url":"https://jobsearcher.com/jobs/7473f4d99dd3af6be5e4c6ec","canonicalUrl":"https://jobsearcher.com/jobs/7473f4d99dd3af6be5e4c6ec","title":"Call Center Supervisor","description":"The Call Center Supervisor supports the Call Center Manager in overseeing daily operations, ensuring efficient scheduling, high customer satisfaction, and seamless workflows across Solid Ground Solutions’ brands. This role focuses on administrative duties, facilitating new hire training, resolving team issues, and acting as a backup for the Call Center Manager during their absence. The Call Center Supervisor monitors performance metrics, ensures compliance with brand-specific protocols, and fosters a positive team environment while supporting sales conversions and CRM system administration.\n\nKey Responsibilities:\nTeam Support & Daily Operations\n Assist the Call Center Manager in achieving scheduling goals, including\ncommunicating cancellations, rescheduling, and same-day appointment\navailability.\n Monitor call queues, provide real-time coaching, and step in to handle\nescalations or support agents during high-volume periods.\n Conduct daily check-ins with team members to align on priorities, provide\nfeedback, and maintain a positive team culture.\n Support a distributed team (in-office, hybrid, or remote) using virtual\ncollaboration tools to ensure consistent performance.\nAdministrative Duties\n Convert web leads to files and distribute to schedulers within 5 minutes of\nreceipt.\n Update the outbound task list for team members daily and ensure timely\ncompletion.\n Check and document voicemails daily, ensuring prompt follow-up.\n Complete address verifications, process Premier accounts, and update error\ntrackers daily.\n Maintain and audit CRM data (e.g., Service Titan) for accuracy and\ncompliance with data privacy protocols.\n Customize CRM dashboards and reports to support operational efficiency\nand provide insights to the Call Center Manager.\nTraining & Onboarding\n Facilitate new hire training for schedulers, including call scripts, CRM usage,\nand brand-specific protocols.\n Develop and update training materials to ensure consistency and alignment\nwith company standards.\nMonitor new hire performance, provide coaching, and report progress to the Call Center Manager.\nBackup for Call Center Manager\n Act as the interim point of contact in the Call Center Manager’s absence,\noverseeing team operations and handling escalations.\n Conduct performance evaluations, document feedback, and implement\ncoaching plans to improve agent performance.\n Ensure adherence to brand-specific scripts, tone, and compliance\nrequirements (e.g., TCPA).\nCross-Department Collaboration\n Communicate with General Managers and Project Managers to align\nschedules with field capacity and operational needs.\n Provide real-time updates to ensure seamless coordination between field\nand office teams.\nSales Support & Conversion\n Assist agents with lead follow-ups, objection handling, and appointment\nconversions to maximize booking rates.\n Monitor sales-related metrics (e.g., booking percentages, lead conversion\nrates) and provide feedback to improve performance.\nCrisis & Escalation Support\n Assist in resolving escalated customer issues, ensuring timely follow-up and\nresolution.\n Support the execution of contingency plans during high-volume periods or\nsystem outages.\nTechnology & System Support\n Maintain proficiency in CRM platforms (e.g., Service Titan) and assist with\ntroubleshooting system issues.\n Coordinate with IT or vendors to resolve technical issues and support system\nintegrations or updates.\n\nDaily Job Duties\n Monitor inbound/outbound calls and assist agents as needed to meet\nservice level agreements (SLAs).\n Conduct daily team check-ins to review priorities and provide coaching.\n Convert web leads to files and distribute to schedulers promptly.\n Update outbound task lists and ensure timely completion of tasks.\n Check and document voicemails, ensuring follow-up within established\ntimeframes.\n Verify addresses, process Premier accounts, and update error trackers\ndaily.\n Assist with scheduling jobs and appointments across multiple brands,\nensuring accurate CRM updates.\n Train new hires and update training materials as needed.\n Audit call recordings for quality, professionalism, and compliance.\n Support the Call Center Manager with performance evaluations and\ndocumentation.\n Generate daily/weekly performance reports and share with the Call Center\nManager.\n Assist in implementing recognition programs to boost team morale.\n Any additional duties as assigned by the Call Center Manager.\n Other duties as assigned\n\nQualifications\n 5+ years of call center experience, with at least 2 years in a supervisory or\nlead role.\n Proficiency in CRM platforms (e.g., Service Titan) and familiarity with virtual\ncollaboration tools.\n Strong verbal and written communication skills, with the ability to write\nroutine correspondence and interact effectively with internal teams and\ncustomers.\n Excellent organizational, analytical, and problem-solving skills, with a focus\non emotional intelligence and adaptability.\n Proven ability to train and coach team members, fostering a positive and\ninclusive team environment.\n Ability to define problems, collect data, and relay information to the Call\nCenter Manager for review.\n Experience supporting sales conversions and handling customer\nescalations.\n Ability to work in a fast-paced, hybrid or remote environment with minimal\nsupervision.\n Flexible hours may be required to accommodate peak call volumes or\noperational needs.\n Commitment to diversity, equity, and inclusion in team interactions and\ntraining.\n Proficient in typing (numerical and alphabetical) and proofreading\ndocuments for accuracy.\n Ability to define problems, collect data, and relay information to the Call\nCenter Manager for review and decision-making.\n Strong critical thinking skills to support real-time problem resolution and\nprocess improvements.\n\nBenefits\n Health, Dental, and Vision\n Paid Time off\n Paid Holidays\n401(k) options","company":"Solid Ground Solutions","rawCompany":"solid ground solutions","city":"Columbus","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-09-04T09:59:14.300Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"41-9041.00","title":"Telemarketers","slug":"telemarketers"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561499","title":"All Other Business Support Services","slug":"all-other-business-support-services"},{"code":"561421","title":"Telephone Answering Services","slug":"telephone-answering-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Call Center Supervisor","description":"The Call Center Supervisor supports the Call Center Manager in overseeing daily operations, ensuring efficient scheduling, high customer satisfaction, and seamless workflows across Solid Ground Solutions’ brands. This role focuses on administrative duties, facilitating new hire training, resolving team issues, and acting as a backup for the Call Center Manager during their absence. The Call Center Supervisor monitors performance metrics, ensures compliance with brand-specific protocols, and fosters a positive team environment while supporting sales conversions and CRM system administration.\n\nKey Responsibilities:\nTeam Support & Daily Operations\n Assist the Call Center Manager in achieving scheduling goals, including\ncommunicating cancellations, rescheduling, and same-day appointment\navailability.\n Monitor call queues, provide real-time coaching, and step in to handle\nescalations or support agents during high-volume periods.\n Conduct daily check-ins with team members to align on priorities, provide\nfeedback, and maintain a positive team culture.\n Support a distributed team (in-office, hybrid, or remote) using virtual\ncollaboration tools to ensure consistent performance.\nAdministrative Duties\n Convert web leads to files and distribute to schedulers within 5 minutes of\nreceipt.\n Update the outbound task list for team members daily and ensure timely\ncompletion.\n Check and document voicemails daily, ensuring prompt follow-up.\n Complete address verifications, process Premier accounts, and update error\ntrackers daily.\n Maintain and audit CRM data (e.g., Service Titan) for accuracy and\ncompliance with data privacy protocols.\n Customize CRM dashboards and reports to support operational efficiency\nand provide insights to the Call Center Manager.\nTraining & Onboarding\n Facilitate new hire training for schedulers, including call scripts, CRM usage,\nand brand-specific protocols.\n Develop and update training materials to ensure consistency and alignment\nwith company standards.\nMonitor new hire performance, provide coaching, and report progress to the Call Center Manager.\nBackup for Call Center Manager\n Act as the interim point of contact in the Call Center Manager’s absence,\noverseeing team operations and handling escalations.\n Conduct performance evaluations, document feedback, and implement\ncoaching plans to improve agent performance.\n Ensure adherence to brand-specific scripts, tone, and compliance\nrequirements (e.g., TCPA).\nCross-Department Collaboration\n Communicate with General Managers and Project Managers to align\nschedules with field capacity and operational needs.\n Provide real-time updates to ensure seamless coordination between field\nand office teams.\nSales Support & Conversion\n Assist agents with lead follow-ups, objection handling, and appointment\nconversions to maximize booking rates.\n Monitor sales-related metrics (e.g., booking percentages, lead conversion\nrates) and provide feedback to improve performance.\nCrisis & Escalation Support\n Assist in resolving escalated customer issues, ensuring timely follow-up and\nresolution.\n Support the execution of contingency plans during high-volume periods or\nsystem outages.\nTechnology & System Support\n Maintain proficiency in CRM platforms (e.g., Service Titan) and assist with\ntroubleshooting system issues.\n Coordinate with IT or vendors to resolve technical issues and support system\nintegrations or updates.\n\nDaily Job Duties\n Monitor inbound/outbound calls and assist agents as needed to meet\nservice level agreements (SLAs).\n Conduct daily team check-ins to review priorities and provide coaching.\n Convert web leads to files and distribute to schedulers promptly.\n Update outbound task lists and ensure timely completion of tasks.\n Check and document voicemails, ensuring follow-up within established\ntimeframes.\n Verify addresses, process Premier accounts, and update error trackers\ndaily.\n Assist with scheduling jobs and appointments across multiple brands,\nensuring accurate CRM updates.\n Train new hires and update training materials as needed.\n Audit call recordings for quality, professionalism, and compliance.\n Support the Call Center Manager with performance evaluations and\ndocumentation.\n Generate daily/weekly performance reports and share with the Call Center\nManager.\n Assist in implementing recognition programs to boost team morale.\n Any additional duties as assigned by the Call Center Manager.\n Other duties as assigned\n\nQualifications\n 5+ years of call center experience, with at least 2 years in a supervisory or\nlead role.\n Proficiency in CRM platforms (e.g., Service Titan) and familiarity with virtual\ncollaboration tools.\n Strong verbal and written communication skills, with the ability to write\nroutine correspondence and interact effectively with internal teams and\ncustomers.\n Excellent organizational, analytical, and problem-solving skills, with a focus\non emotional intelligence and adaptability.\n Proven ability to train and coach team members, fostering a positive and\ninclusive team environment.\n Ability to define problems, collect data, and relay information to the Call\nCenter Manager for review.\n Experience supporting sales conversions and handling customer\nescalations.\n Ability to work in a fast-paced, hybrid or remote environment with minimal\nsupervision.\n Flexible hours may be required to accommodate peak call volumes or\noperational needs.\n Commitment to diversity, equity, and inclusion in team interactions and\ntraining.\n Proficient in typing (numerical and alphabetical) and proofreading\ndocuments for accuracy.\n Ability to define problems, collect data, and relay information to the Call\nCenter Manager for review and decision-making.\n Strong critical thinking skills to support real-time problem resolution and\nprocess improvements.\n\nBenefits\n Health, Dental, and Vision\n Paid Time off\n Paid Holidays\n401(k) options","datePosted":"2026-09-04T09:59:14.300Z","dateModified":"2026-09-04T09:59:14.300Z","hiringOrganization":{"@type":"Organization","name":"Solid Ground Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Columbus","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7473f4d99dd3af6be5e4c6ec"},"url":"https://jobsearcher.com/jobs/7473f4d99dd3af6be5e4c6ec"}}