Contact Center Supervisor

About Company:

Company Overview:

At Long Home, we believe in delivering excellence to our customers and investing in the growth of our employees. Established with a commitment to quality craftsmanship and superior customer service, we have become a trusted name in the home improvement industry. Specializing in premium windows, doors, roofing, siding, and bathroom remodeling, we strive to enhance the beauty, comfort, and value of every home we serve.

Our mission is to provide homeowners with high-quality products and unmatched customer experience. We achieve this through innovative solutions, dedicated team members, and a culture that fosters collaboration, integrity, and professional growth.

As a rapidly growing company, Long Home offers employees the opportunity to work in a dynamic and supportive environment. We are passionate about creating pathways for career advancement while maintaining a strong sense of purpose and community. When you join our team, you become part of a company that values your contributions and invests in your success.

Discover your potential and make a lasting impact with Long Home — where your skills, ideas, and dedication drive our shared success.

About the Role:

The Contact Center Supervisor will work closely with leadership to oversee floor operations, manage systems, and assist with workforce planning. This role involves providing motivation, coaching, and guidance to the team, while ensuring agents adhere to established processes and procedures. You will play a key role in fostering a positive and productive environment, driving performance, and supporting the overall success of the contact center.

Pay: $48,000 - $50,000 plus bonus

Responsibilities:

• Assists in hiring, coaching, developing, and motivating agents to provide “world class” customer service, delivering on commitments, and maximizing their potential.
• Works with contact center management to oversee the day-to-day operation of the Contact Center.
• Monitors individual and collective team’s results through audit of quality assurance strategies, including calls, and conformity to company policies.
• Provides communication and follow-up.
• Resolves escalated customer complaints and addresses questions regarding policies and procedures.
• Complete any ad-hoc projects as requested by the Director of Contact Center or Contact Center Manager.
• Provide verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively communicate both written and verbal.
• Ability to supervise and lead a team of entry level employees.
• Ability to generate and analyze reports to support decision making and problem solving.
• Strong interpersonal skills.
• Ability to manage time and multi-task.
• Ability to work evenings and weekends.
• Skilled in reading, writing, and understanding documents, including instructions and safety rules.
• Experienced in presenting to groups.
• Ability to follow written, oral, or diagram instructions; and solve problems with clear, step-by-step solutions.
• Ability to calculate all units of measurement.

Skills:

The required skills for this role include strong leadership and communication abilities, which are essential for effectively managing a diverse team and ensuring clear information flow. Problem-solving skills are utilized daily to address customer inquiries and resolve issues promptly, enhancing the overall customer experience. Analytical skills are important for interpreting performance metrics and identifying trends that can inform training and operational improvements. Additionally, interpersonal skills foster a collaborative team environment, encouraging open dialogue and support among team members. Preferred skills, such as familiarity with contact center technology, will aid in optimizing workflows and improving service delivery.