Call Center Supervisor, Outbound

Job Description

Job Description

Call Center Supervisor, Outbound

I’m Tommy, and I’m the CEO of A1 Garage Door. I’m glad you’re here. I started the company in 2007, and we have since grown to be the largest residential garage door service company in North America, operating in 40 markets across 20 states.

As an A1 Call Center Supervisor, you will lead a team of Outbound Customer Engagement Specialists who are the face of the A1 brand. These Specialists are responsible for reaching out to a curated customer segment to schedule service appointments with accuracy and efficiency. Candidates for this position must have a people-first mentality with an ability to coach others to their highest potential.

You Should Apply If :

You are a leader, a coach, and a mentor

You have a customer obsession and a bias for action

You are curious, empathetic, and self-aware

You have a collaborative disposition

You are willing to G.R.O.W.

You Shouldn’t Apply If :

• You don’t like challenges
• Leading by example is not your thing
• You’ve never coached others to peak performance
• You have a hard time adapting to change

The Job :

Lead, mentor, and support a team of customer care representatives, ensuring that they have the tools, knowledge, and motivation to provide excellent service. Foster a positive and collaborative team environment.

Oversee call quality, ensuring that customer interactions meet company standards. Provide feedback and coaching to improve team performance. Monitor key performance indicators (KPIs).

Analyze customer feedback and identify trends to help improve service delivery and call center processes. Suggest and implement process improvements to streamline workflows and enhance customer experience.

Conduct regular coaching sessions to ensure the team is overcoming interference and reaching their full potential. Keep the team up to date on new products, services, or policies. Develop individual growth plans for team members to support their career advancement within the organization.

Maintain accurate records of coaching conversations, performance plans, and outcomes. Prepare regular reports on team performance, customer feedback, and operational metrics for upper management.

Partner with other departments, including Field Technicians, Dispatch, and others to ensure smooth service delivery. Work collaboratively to address customer concerns, resolve operational issues, and provide a premium customer experience.

Basic Requirements :

Pay, benefits, other cool stuff :

A1 Garage Door provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Benefits and other cool stuff :

A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range : $52K

Salary : $52,000