Call Center SupervisorHomeTown Services • Tulsa, OK, US
Call Center Supervisor
HomeTown Services • Tulsa, OK, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionService level (e.g., 80 / 30), Abandon ? 4%, AHT within target 6 : 00 or less, Adherence ? 85% Chat first response ? 2 minutes; outbound productivity ? [100] calls / agent / day (as applicable) Membership conversion on eligible interactions ? [X]% QA accuracy for job type / booking / summary ? 85%; error rate trending down month-over-month Attendance / attrition within target; documented coaching hours per agent per month RingCentral (CCaaS) : queues, skills, adherence, reporting Service Titan (CRM / Dispatch) : booking, tags, memberships, job summaries WFM / Forecasting tools, knowledge base, QA platform, spreadsheets / dashboards 24+ years in a high-volume contact center; 1+ year in a lead / supervisory capacity (or equivalent mentorship / QA lead experience) Proven coaching skills with measurable performance lifts (AHT, SLA, QA, conversion) Working knowledge of core KPIs (AHT, ASA, SLA, ABA, OCC / Utilization, Adherence, CSAT) Strong booking accuracy and documentation discipline; detail-oriented under live pressure Schedule flexibility (evenings / weekends / rotation) Experience with RingCentral and Service Titan (or similar CCaaS / field service CRM) HVAC / Home Services industry exposure and membership sales familiarity QA calibration, scripting, or SOP writing experience Basic data skills (Excel / Sheets, dashboards) and WFM coordination 8 : 30 am huddle; review yesterday's results and today's goals Live floor coaching, barge / whisper, side-by-sides; micro-trainings Midday scorecard check; adjust staffing / skills with WFM Admin : QA reviews, coaching notes, follow-ups, documentation 30 Days : Team introductions; shadowing complete; scorecard cadences in place; first coaching plans delivered; booking accuracy trending up. 60 Days : Error hot-spots reduced [2030%]; membership pitch compliance ? 85%; chat / outbound targets consistently met. 90 Days : Team at / above SLA & QA targets; sustained improvement in AHT and abandonment; bench plan for top agents; SOP / scripting contributions merged. On-site contact center environment with frequent headset / computer use; ability to sit / stand for extended periods; occasional after-hours coverage.
Call Center Supervisor
We're looking for a hands-on Call Center Supervisor to lead a team of customer service representatives (inbound, outbound, and chat) for a multi-brand home services organization. You'll coach daily, drive performance, uphold quality standards, and partner cross-functionally (Dispatch, Memberships, Marketing) to deliver a consistently excellent customer experience.
What You'll Do :
- Lead & Coach (60%)
- Provide daily side-by-sides, live monitoring, and QA coaching; deliver actionable feedback with follow-ups and coaching plans.
- Run brief huddles and weekly team meetings to align goals, share trends, and celebrate wins.
- Develop agents for growth (skill ladders, shadowing, micro-trainings, cue cards).
- Operational Execution (25%)
- Manage live performance in RingCentral (queues, skills, adherence) and coordinate with Workforce Management on staffing and intraday changes.
- Ensure accurate job types, bookings, and complete job summaries (filters, system age, correct scheduling cadence).
- Drive membership enrollment conversations and compliance with call flow standards.
- Oversee outbound productivity targets and chat responsiveness.
- Quality, Reporting & Continuous Improvement (15%)
- Own team-level KPIs and daily scorecards; analyze trends (AHT, ASA, SLA, ABA, CSAT, conversion, adherence).
- Partner with QA to calibrate, reduce clerical / booking errors, and close the loop on recurring issues.
- Document SOP updates and contribute to scripting improvements; surface tool / process gaps.
KPIs You'll Own / Influence :
Tools You'll Use :
What You Bring : Must-Haves :
Nice-to-Haves :
Day-to-Day Rhythm :
30 / 60 / 90 Success Snapshot :
Work Environment & Physical Requirements :
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