Call Center Supervisor

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. Key Responsibilities: Team Support & Daily Operations  Assist the Call Center Manager in achieving scheduling goals, including communicating cancellations, rescheduling, and same-day appointment availability.  Monitor call queues, provide real-time coaching, and step in to handle escalations or support agents during high-volume periods.  Conduct daily check-ins with team members to align on priorities, provide feedback, and maintain a positive team culture.  Support a distributed team (in-office, hybrid, or remote) using virtual collaboration tools to ensure consistent performance. Administrative Duties  Convert web leads to files and distribute to schedulers within 5 minutes of receipt.  Update the outbound task list for team members daily and ensure timely completion.  Check and document voicemails daily, ensuring prompt follow-up.  Complete address verifications, process Premier accounts, and update error trackers daily.  Maintain and audit CRM data (e.g., Service Titan) for accuracy and compliance with data privacy protocols.  Customize CRM dashboards and reports to support operational efficiency and provide insights to the Call Center Manager. Training & Onboarding  Facilitate new hire training for schedulers, including call scripts, CRM usage, and brand-specific protocols.  Develop and update training materials to ensure consistency and alignment with company standards. Monitor new hire performance, provide coaching, and report progress to the Call Center Manager. Backup for Call Center Manager  Act as the interim point of contact in the Call Center Manager’s absence, overseeing team operations and handling escalations.  Conduct performance evaluations, document feedback, and implement coaching plans to improve agent performance.  Ensure adherence to brand-specific scripts, tone, and compliance requirements (e.g., TCPA). Cross-Department Collaboration  Communicate with General Managers and Project Managers to align schedules with field capacity and operational needs.  Provide real-time updates to ensure seamless coordination between field and office teams. Sales Support & Conversion  Assist agents with lead follow-ups, objection handling, and appointment conversions to maximize booking rates.  Monitor sales-related metrics (e.g., booking percentages, lead conversion rates) and provide feedback to improve performance. Crisis & Escalation Support  Assist in resolving escalated customer issues, ensuring timely follow-up and resolution.  Support the execution of contingency plans during high-volume periods or system outages. Technology & System Support  Maintain proficiency in CRM platforms (e.g., Service Titan) and assist with troubleshooting system issues.  Coordinate with IT or vendors to resolve technical issues and support system integrations or updates. Daily Job Duties  Monitor inbound/outbound calls and assist agents as needed to meet service level agreements (SLAs).  Conduct daily team check-ins to review priorities and provide coaching.  Convert web leads to files and distribute to schedulers promptly.  Update outbound task lists and ensure timely completion of tasks.  Check and document voicemails, ensuring follow-up within established timeframes.  Verify addresses, process Premier accounts, and update error trackers daily.  Assist with scheduling jobs and appointments across multiple brands, ensuring accurate CRM updates.  Train new hires and update training materials as needed.  Audit call recordings for quality, professionalism, and compliance.  Support the Call Center Manager with performance evaluations and documentation.  Generate daily/weekly performance reports and share with the Call Center Manager.  Assist in implementing recognition programs to boost team morale.  Any additional duties as assigned by the Call Center Manager.  Other duties as assigned Qualifications  5+ years of call center experience, with at least 2 years in a supervisory or lead role.  Proficiency in CRM platforms (e.g., Service Titan) and familiarity with virtual collaboration tools.  Strong verbal and written communication skills, with the ability to write routine correspondence and interact effectively with internal teams and customers.  Excellent organizational, analytical, and problem-solving skills, with a focus on emotional intelligence and adaptability.  Proven ability to train and coach team members, fostering a positive and inclusive team environment.  Ability to define problems, collect data, and relay information to the Call Center Manager for review.  Experience supporting sales conversions and handling customer escalations.  Ability to work in a fast-paced, hybrid or remote environment with minimal supervision.  Flexible hours may be required to accommodate peak call volumes or operational needs.  Commitment to diversity, equity, and inclusion in team interactions and training.  Proficient in typing (numerical and alphabetical) and proofreading documents for accuracy.  Ability to define problems, collect data, and relay information to the Call Center Manager for review and decision-making.  Strong critical thinking skills to support real-time problem resolution and process improvements. Benefits  Health, Dental, and Vision  Paid Time off  Paid Holidays 401(k) options