{"schemaVersion":"jobsearcher.job.v1","id":"ad8a18e76ad2faee816afe28","url":"https://jobsearcher.com/jobs/ad8a18e76ad2faee816afe28","canonicalUrl":"https://jobsearcher.com/jobs/ad8a18e76ad2faee816afe28","title":"Supervisor, Contact Center - Remote","description":"Job Description Our Contact Center Supervisors lead their teams to provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. In addition to general support, they may also lead highly skilled Associates to provide advanced support. Our Contact Center Supervisors have excellent communication skills and a strong desire to coach and develop teams. They lead by example and demonstrate strong customer service skills. Responsibilities: Customer ExperienceLead by exampleDemonstrate professionalismActively listen and express empathyRemove obstacles Operational ExecutionDrive accountability for self and teamManage timely and accurate completion of workMonitor and adjust staffing dailyEmbrace change and demonstrate adaptability Talent OptimizationProvide feedback and coachingDevelop othersDrive for continuous improvementBuild team atmosphere Profit MaximizationControl overtimeManage expensesEmpower with company in mindDeliver on operational objectives Success Drivers Drive for ResultsUses data to set priorities and translates goals into action plansConsistently pushes self and others for results; eliminates roadblocksIs quick to act based on changing business needs Developing Direct Reports & OthersConstructs compelling development plans and executes themProvides challenging and stretching tasks and assignmentsProvides coaching and direction to direct and indirect reports Motivating OthersCreates a climate in which people want to do their bestMotivates and inspires direct reports and teamsMakes each individual feel their work is important Managing and Measuring WorkEnsures effective time management and contribution to workload for self and othersSets clear and measurable objectivesMonitors process, progress and results and provides effective coaching Managerial CourageDoes not hold back what needs to be said and is not afraid to take actionProvides on-time, direct, complete, and actionable positive and corrective feedback to others Customer FocusRole models delivering an exceptional customer experience every timeUses good judgment and acts with teams and customers in mindUnderstands and teaches how operational execution directly affects the customer experienceEstablishes and maintains positive interactions with customers, peers and associates through respectful and effective communication The anticipated salary range for this position is $61,800 - $92,700 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law. Requirements Qualifications- Experience/Education:5+ years' experience in Customer Service, Retail, or Hospitality experience requiredIntermediate computer skills, including MS Office (Excel, Word) requiredBachelor's/Associates Degree preferred or High School Diploma Workspace RequirementsContact Center Supervisors are required to have a space within their home to create a desk setup that is conducive to remote work.Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed). Physical Requirements:Stand, walk, sit for extended periods of timeSpeak and listen to others in person and over the phoneRead from computer screen and reportsType 35 words per minuteLift up to 15 lbs. AvailabilityAbility to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job. Shared Duties Customer ExperienceService LevelCustomer Satisfaction Operational ExecutionSet and deliver on goal expectationsAdhere to policy and procedures Talent OptimizationInvest development time with teamCultivate a great place to work Profit MaximizationSupport contact center operationDo the right thing for customers and the company Primary DutiesLead, coach and develop direct reports. Build and maintain a culture of accountability and ownership through:Weekly call and email auditsCoaching & feedbackPerformance managementTraining & developmentHold team accountable for meeting or exceeding goals:Call and email audit Steps of ServiceSincerely greet the customerEvaluate the customer's needsResolve the issueValidate the customer's satisfactionExpress appreciationAvailabilityCall tag rate and accuracyIncluding pertinent information, such as sku and detailed notesSurvey transfer rateEnsure appropriate staffing levelsTrack attendance and address per the policyMonitor associates and ensure adherence to schedulesAdjust team assignments to meet the call and email volume demandsAttract, assess, and onboard top talentHandle customer escalations with Best in Class serviceUse experience and good judgment to make critical and time sensitive operational decisionsOther duties as assigned Additional DutiesSupport the contact center operation:Provide back-up phone and email support during high volumeChampion continuous improvement projects About Harbor Freight Tools We're a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,600 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.","company":"Harbor Freight Tools","rawCompany":"harbor freight tools","isRemote":true,"isActive":false,"createdAt":"2026-07-22T00:44:49.883Z","occupations":[{"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":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561421","title":"Telephone Answering Services","slug":"telephone-answering-services"},{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Supervisor, Contact Center - Remote","description":"Job Description Our Contact Center Supervisors lead their teams to provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. In addition to general support, they may also lead highly skilled Associates to provide advanced support. Our Contact Center Supervisors have excellent communication skills and a strong desire to coach and develop teams. They lead by example and demonstrate strong customer service skills. Responsibilities: Customer ExperienceLead by exampleDemonstrate professionalismActively listen and express empathyRemove obstacles Operational ExecutionDrive accountability for self and teamManage timely and accurate completion of workMonitor and adjust staffing dailyEmbrace change and demonstrate adaptability Talent OptimizationProvide feedback and coachingDevelop othersDrive for continuous improvementBuild team atmosphere Profit MaximizationControl overtimeManage expensesEmpower with company in mindDeliver on operational objectives Success Drivers Drive for ResultsUses data to set priorities and translates goals into action plansConsistently pushes self and others for results; eliminates roadblocksIs quick to act based on changing business needs Developing Direct Reports & OthersConstructs compelling development plans and executes themProvides challenging and stretching tasks and assignmentsProvides coaching and direction to direct and indirect reports Motivating OthersCreates a climate in which people want to do their bestMotivates and inspires direct reports and teamsMakes each individual feel their work is important Managing and Measuring WorkEnsures effective time management and contribution to workload for self and othersSets clear and measurable objectivesMonitors process, progress and results and provides effective coaching Managerial CourageDoes not hold back what needs to be said and is not afraid to take actionProvides on-time, direct, complete, and actionable positive and corrective feedback to others Customer FocusRole models delivering an exceptional customer experience every timeUses good judgment and acts with teams and customers in mindUnderstands and teaches how operational execution directly affects the customer experienceEstablishes and maintains positive interactions with customers, peers and associates through respectful and effective communication The anticipated salary range for this position is $61,800 - $92,700 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law. Requirements Qualifications- Experience/Education:5+ years' experience in Customer Service, Retail, or Hospitality experience requiredIntermediate computer skills, including MS Office (Excel, Word) requiredBachelor's/Associates Degree preferred or High School Diploma Workspace RequirementsContact Center Supervisors are required to have a space within their home to create a desk setup that is conducive to remote work.Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed). Physical Requirements:Stand, walk, sit for extended periods of timeSpeak and listen to others in person and over the phoneRead from computer screen and reportsType 35 words per minuteLift up to 15 lbs. AvailabilityAbility to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job. Shared Duties Customer ExperienceService LevelCustomer Satisfaction Operational ExecutionSet and deliver on goal expectationsAdhere to policy and procedures Talent OptimizationInvest development time with teamCultivate a great place to work Profit MaximizationSupport contact center operationDo the right thing for customers and the company Primary DutiesLead, coach and develop direct reports. Build and maintain a culture of accountability and ownership through:Weekly call and email auditsCoaching & feedbackPerformance managementTraining & developmentHold team accountable for meeting or exceeding goals:Call and email audit Steps of ServiceSincerely greet the customerEvaluate the customer's needsResolve the issueValidate the customer's satisfactionExpress appreciationAvailabilityCall tag rate and accuracyIncluding pertinent information, such as sku and detailed notesSurvey transfer rateEnsure appropriate staffing levelsTrack attendance and address per the policyMonitor associates and ensure adherence to schedulesAdjust team assignments to meet the call and email volume demandsAttract, assess, and onboard top talentHandle customer escalations with Best in Class serviceUse experience and good judgment to make critical and time sensitive operational decisionsOther duties as assigned Additional DutiesSupport the contact center operation:Provide back-up phone and email support during high volumeChampion continuous improvement projects About Harbor Freight Tools We're a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,600 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.","datePosted":"2026-07-22T00:44:49.883Z","dateModified":"2026-07-22T00:44:49.883Z","hiringOrganization":{"@type":"Organization","name":"Harbor Freight Tools","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ad8a18e76ad2faee816afe28"},"url":"https://jobsearcher.com/jobs/ad8a18e76ad2faee816afe28"}}