Job Description

ExecuSource is seeking a motivated Call Center Supervisor to work with a prestigious home and light commercial servicing company in Richardson, Texas.

Contract-to-hire: This role will convert after 3-5 months

Location: FULLY ONSITE in Richardson, TX

Pay: $50,000-$65,000 per year plus annual bonus opportunity

Benefits: Medical, Dental, Vision, Retirement, and more.

*NEED TO BE AVAILABLE WEEKENDS*

Qualifications:

• 5+ years in customer service
• 3+ years call center leading, supervising, managing

Key Responsibilities

• Ensure Customer Support agents meet or exceed product and service quality standards, as well as key performance indicators (KPIs).
• Oversee all customer interactions, including service requests, appointment scheduling, cancellations, complaints, and billing inquiries, with professionalism and a focus on one-call resolution.
• Drive performance in inbound/outbound call handling KPIs, such as customer retention, renewal conversions, booking rate, service levels, and abandonment rates, to meet and exceed company objectives.
• Optimize workforce scheduling to maximize agent efficiency and productivity.
• Support human resource functions by participating in hiring, training, performance management, coaching, and policy enforcement, as well as planning and reviewing compensation strategies, including bonus and incentive plans.
• Conduct annual performance reviews for agents and Team Leads, setting development goals and career growth plans.
• Address customer service issues proactively and implement corrective actions as needed, in coordination with local center management.
• Collaborate with operations management to assess service center capacity and respond to local center needs.
• Maintain up-to-date knowledge of company products, services, and promotions.
• Work closely with Dispatch Teams to enhance scheduling accuracy and response times.
• Partner with operational leadership to ensure effective resolution of customer disputes.
• Analyze and report daily, weekly, and monthly call center performance metrics to drive improvements in team and business performance.
• Be available 24/7 for emergency situations as needed.
• Travel may be required.

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