24/7 Contact Center Operations Supervisor — Elevate Customer Experience

Service Experts; Fairfax (VA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Pay

PTO and holidays

Health, dental, vision insurance

401(k) with company match

Job summary

Service Experts is seeking a Contact Center Operations Supervisor to lead a 24/7 support team, handling calls, emails, chat, and appointments. You will drive quality and KPI outcomes while mentoring staff and coordinating with vendors.

The role emphasizes operational excellence, change initiatives, and delivering superior customer experiences in a fast-paced environment. Some travel may be required.

Qualifications

• Bachelor degree preferred.
• 5+ years in customer service.
• 3+ years Call center management.
• Excellent verbal and written communication skills.
• Proficient in Excel, including pivot tables and graphs.
• Ability to manage multiple people/projects simultaneously.

Responsibilities

• Lead and coach a team of customer support agents.
• Oversee inbound/outbound calls, appointment booking, and inquiries.
• Monitor KPI performance and drive improvements.
• Coordinate with Dispatch Teams to improve scheduling accuracy.
• Mentor staff, conduct reviews, and manage performance.
• Collaborate with a 3rd party vendor and drive change initiatives.
• Report daily, weekly, and monthly call center results.

Skills

Customer service

Leadership

Communication

Analytical skills

Multitasking

Education

Bachelor's degree

Tools

Excel

Job description

Service Experts is seeking a Contact Center Operations Supervisor to lead a 24/7 support team, handling calls, emails, chat, and appointments. You will drive quality and KPI outcomes while mentoring staff and coordinating with vendors.

The role emphasizes operational excellence, change initiatives, and delivering superior customer experiences in a fast-paced environment. Some travel may be required.