24/7 Contact Center Ops Leader

2240 Service Experts Heating & AC LLC

Fairfax (VA)

On-site

USD 65,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, and vision insurance

401(k) with company match

Life and disability insurance

Training and career development

4+ years experience requirement

High School Diploma/GED required

Job summary

2240 Service Experts Heating & AC LLC is seeking a Contact Center Operations Supervisor to lead a team of local customer support agents in a 24/7 operation. You will mentor staff, drive KPI performance, and coordinate with dispatch and vendors to ensure seamless service delivery.

The role requires 5+ years in customer service, 3+ years in call center management, and strong communication and analytical skills.

Qualifications

Bachelor degree preferred.
5+ years in customer service.
3+ years Call center management.
Creative and strategic thinker.
Excellent verbal and written communication.
Excellent interpersonal communication abilities.
Ability to navigate multiple systems.
Solid analytical skills and ability to interpret multiple points of data.
Proficient in Excel, including pivot tables and graphs.

Responsibilities

Lead a team of customer support agents in a 24/7 operation to meet KPIs.
Oversee inbound/outbound calls, appointment bookings, emails and chat to ensure first-contact resolution.
Manage scheduling, performance reviews, coaching, and disciplinary actions as needed.
Collaborate with Dispatch Teams and 3rd party vendor to align priorities with corporate strategy.
Report daily, weekly, and monthly call center results to drive improvements.
Provide mentoring and career development for team members.