Customer Service Supervisor

T3 Services Group; Us; Remote; EUR 53,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with 4% company match

PTO, Paid Holidays, Paid Wellness Time

Company provided laptop, monitor, and头

Work from home!

Job summary

T3 Services Group is seeking a Call Center Supervisor to oversee inbound and escalated calls, coach agents, and drive performance metrics. This role supports remote-based operations while ensuring high service quality on a night shift (Mon-Fri 11pm-8pm CST).

Based in the United States, you will produce regular performance reports, manage coverage, review PTO requests, and guide new hires through training. A 4+ year background in a centralized call center is essential, with proficiency in

Qualifications

• 4+ years of supervisory/management experience in a centralized call center environment.
• Experience coaching and developing employees.
• Proven positive leadership skills working with leads and employees.
• Ability to perform in a high-volume environment and work on multiple projects simultaneously.
• Experience working in the home services industry preferred.
• Must be a U.S. Resident.

Responsibilities

• Handle inbound customer calls.
• Handle escalated calls; resolve customer issues.
• Run daily, weekly monthly Call Center Performance Report.
• Run daily, weekly, and monthly CSR Performance Summary.
• Identify and provide consistent coaching to low performing employees.
• Monitor call center activity board to track performance, ACW, breaks.
• Ensure proper coverage for call center and dispatcher by adjusting breaks/lunches.
• Review PTO requests for call center staff and submit for final approval.
• Create and conduct employee action and corrective action plans.
• Send trouble tickets to help desk when problems arise.
• Communicate training changes and system updates that affect production.
• Monitor email leads and delegate as they come in.
• Interview potential candidates for hire.
• Assist with training new hires, if needed.
• Must have the ability to multi-task and work on multiple projects simultaneously.
• Quality - monitor and score inbound calls; calibrate with Call Center leads.
• Coach and develop employees based on deficiencies and provide action plans.
• All other duties as assigned.
• Mon-Fri 11pm-8pm CST, Graveyard 1 on 1 coverage about once every other week.

Skills

Leadership

Coaching

Multitasking

Typing 40 WPM

MS Office / Google Suite

High-volume environment

Education

HS Diploma or GED

Tools

Microsoft Office / Google Suite

Job description

T3 Services Group: Currently operating in 4 states and supporting 7 locations, T3 Services Group is Transforming the Trades one customer at a time with our top notch residential HVAC, Plumbing, & Electrical services. We operate under a philosophy of running our business in new and unconventional ways that elevate the experience customers have when we enter their home. Are you ready to transform the trades?

The Good Stuff

• $60,000-$65,000
• Work from home!
• Medical, Dental, Vision
• 401k with 4% company match
• PTO, Paid Holidays, Paid Wellness Time
• Company provided laptop, monitor, and headset.

Job Duties

• Handle inbound customer calls
• Handle escalated calls; resolve customer issues
• Run daily, weekly monthly Call Center Performance Report
• Run daily, weekly, and monthly CSR Performance Summary
• Identify and provide consistent coaching to low performing employees
• Consistently managing the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
• Ensure proper coverage for call center and dispatcher departments by adjusting breaks and lunches as needed to maximize agent available time and decrease abandon rate
• Review paid time off (PTO) requests for call center staff and submit to the Assistant Call Center Manager for final approval.
• Create and conduct employee action and corrective action plans, when needed.
• Send trouble tickets to help desk when problems arise
• Communicate and assist with training all changes such as updates, ETA's, and system issues that may affect production
• Monitor email leads and delegate as they come in
• Interview potential candidates for hire
• Assist with training new hires, if needed
• Must have the ability to multi-task and work on multiple projects simultaneously.
• Quality - monitor and score inbound calls for CSR's; conduct side by side call observations; calibrate with Call Center lead(s) to ensure quality scores are accurate
• Coach and develop employees based on deficiencies and provide action plans to improve CSR's overall call performance and meet departmental goals.
• All other duties as assigned
• Mon-Fri 11pm-8pm CST, Graveyard 1 on 1 coverage for about an hour every other week

What You Need

• HS Diploma or GED
• Minimum of 4 years of supervisory / management experience in a centralized call center environment. Related experience and/or advanced training or any equivalent combination and experience in a similar field may be considered.
• Experience coaching and developing employees
• Must have proven positive leadership skills working with leads and employees
• Ability to perform in a high-volume environment and work on multiple projects simultaneously.
• Experience working in the home services industry preferred
• Multitask by completing phone and computer work simultaneously
• Capability to type at least 40 WPM
• Proficiency with Microsoft Office or Google Suite
• Ability to work fast paced and remain organized
• Must be a U.S. Resident