24/7 Contact Center Leader — Elevate Customer Experience

Service Experts Heating & AC-WV LLC; Fairfax (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

World Class Training opportunities

Career Development opportunities

Medical, Dental, and Vision Insurance

Job summary

Service Experts Heating & AC-WV LLC is seeking a Contact Center Operations Supervisor to lead a local team of customer support agents, overseeing outbound sales, inbound calls, appointment dispatching, and chat and email interactions in a 24/7 environment.

You will mentor staff, drive key KPIs, manage scheduling, and collaborate with a 3rd party vendor to ensure continuous improvement in service quality and performance.

Qualifications

• 5+ years in customer service
• 3+ years Call center management
• Excellent verbal and written communication skills
• Ability to navigate multiple systems
• Solid analytical skills and ability to interpret data
• Proficient in Excel, including pivot tables and graphs
• Ability to manage multiple people / projects simultaneously

Responsibilities

• Lead a team of Customer Support Center agents providing outbound sales, inbound calls, appointment booking, online appointment administration, customer emails and chat.
• Oversee call handling KPIs including sales conversions, booking rates, service levels and abandon rates to meet/exceed goals.
• Mentor and coach team members to motivate performance and career development, while handling disciplinary actions as needed.
• Coordinate with Dispatch Teams to improve scheduling accuracy and response speed; liaise with a 3rd party vendor as needed.
• Report and analyze daily/weekly/monthly center performance to drive improvements and business results.
• Ensure 24/7 operations coverage and readiness for emergencies; travel as required.

Skills

Team leadership

Customer service

Communication

Data analysis

Multi-system navigation

Strategic thinking

Education

Bachelor degree preferred

Tools

Excel

Pivot tables

Job description

Service Experts Heating & AC-WV LLC is seeking a Contact Center Operations Supervisor to lead a local team of customer support agents, overseeing outbound sales, inbound calls, appointment dispatching, and chat and email interactions in a 24/7 environment.

You will mentor staff, drive key KPIs, manage scheduling, and collaborate with a 3rd party vendor to ensure continuous improvement in service quality and performance.