Call Center Operations Lead

Thielsch Engineering, Inc.; Cranston (RI); Presencial; USD 52.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) plan

ESOP

Life and AD&D insurance

Short/Long-term disability

Tuition reimbursement

Descripción de la vacante

The RISE Group in Cranston, RI is seeking a Call Center Supervisor to lead our customer service and scheduling teams for residential and multifamily services in MA and RI. This full-time role requires coordinating daily operations, coaching staff, and ensuring quality customer experiences.

The position emphasizes process improvements, collaboration with management, and adherence to program guidelines. Candidates should be travel-capable and comfortable working in a team environment.

Formación

• Associate's degree or equivalent combination of education and experience.
• Proficiency with Windows-based applications including Word and Excel.
• Experience with CRM or scheduling systems (e.g., Salesforce).
• Strong organizational and workload management skills.
• Excellent communication and interpersonal abilities.
• Willingness to travel to Mass./RI job sites as needed.
• Ability to pass background checks.
• Team-oriented with ability to work independently.

Responsabilidades

• Lead and supervise the call center team to meet customer service standards and KPIs.
• Monitor staff performance; provide coaching and feedback.
• Manage daily operations, including scheduling and resource allocation.
• Resolve escalated customer complaints professionally.
• Collaborate with management on hiring, training, and evaluations.
• Report call metrics; identify efficiencies.
• Ensure adherence to scripts, compliance, and program guidelines.
• Cross-train with Residential staff on HVAC and non-program offerings.
• Identify and implement process improvements to boost productivity and CX.
• Assist in developing training materials, SOPs, and call center protocols.
• Oversee intake and scheduling of single-unit owners in Multifamily.
• Coordinate with rebate processing and vendor contacts on concerns.

Conocimientos

Organizational skills

Communication skills

Problem solving

Team leadership

Attention to detail

Travel to job sites

Educación

Associate's degree

Herramientas

Microsoft Word

Excel

Salesforce

Descripción del empleo

The RISE Group in Cranston, RI is seeking a Call Center Supervisor to lead our customer service and scheduling teams for residential and multifamily services in MA and RI. This full-time role requires coordinating daily operations, coaching staff, and ensuring quality customer experiences.

The position emphasizes process improvements, collaboration with management, and adherence to program guidelines. Candidates should be travel-capable and comfortable working in a team environment.