24/7 Contact Center Supervisor – Customer Experience

Service Experts Heating & AC LLC; Merrifield (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, vision insurance

401(k) plan with company match

Training and career development

Job summary

Service Experts Heating & AC LLC is seeking an experienced Contact Center Operations Supervisor to lead a team of Customer Support Center agents in a 24/7 environment. You will drive KPI performance, coach staff, and coordinate with dispatch teams and a 3rd party vendor to ensure high-quality customer service and efficient operations.

The role requires strong leadership, scheduling expertise, and the ability to implement process improvements while aligning with corporate strategy.

Qualifications

• Bachelor's degree preferred.
• 5+ years in customer service.
• 3+ years call center management.
• Strong verbal and written communication skills.
• Proficient in Excel (pivot tables, graphs).

Responsibilities

• Lead a team of customer support agents to meet KPI targets.
• Oversee inbound/outbound calls, appointment bookings, billing inquiries.
• Mentor and coach team members; conduct annual reviews.
• Coordinate with dispatch teams and third-party vendors.
• Analyze daily/weekly/monthly call center performance to drive improvement.

Skills

Customer service leadership

Verbal communication

Written communication

Analytical skills

Excel skills

Team management

Scheduling

Disciplinary action

Education

Bachelor's degree

Tools

Excel

Job description

Service Experts Heating & AC LLC is seeking an experienced Contact Center Operations Supervisor to lead a team of Customer Support Center agents in a 24/7 environment. You will drive KPI performance, coach staff, and coordinate with dispatch teams and a 3rd party vendor to ensure high-quality customer service and efficient operations.

The role requires strong leadership, scheduling expertise, and the ability to implement process improvements while aligning with corporate strategy.