Call Center Supervisor

Thielsch Engineering, Inc.; Cranston (RI); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

ESOP

Life and AD&D insurance

Short/Long-term disability

Tuition reimbursement

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Organizational skills

Communication skills

Problem solving

Team leadership

Attention to detail

Travel to job sites

Education

Associate's degree

Tools

Microsoft Word

Excel

Salesforce

Job description

Call Center Supervisor you will lead and manage the daily operations of our customer service and scheduling team for residential and multifamily services in Massachusetts and Rhode Island. The ideal candidate has strong organizational and process improvement skills, with the ability to foster a collaborative, high-performing team environment while maintaining quality standards and customer satisfaction. This position is full time, Monday - Friday, 8:00am- 5:00pm, and will be in Cranston, RI office.

Essential Duties and Responsibilities include, but are not limited to:

• Lead and supervise the call center team to meet customer service standards and KPIs.
• Monitor and assess 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 performance evaluations.
• Report to management on call metrics- answer rate, call type, find efficiencies.
• Ensure adherence to call scripts, compliance requirements, and program guidelines (RI Energy, Mass Save, etc.).
• Cross training with Residential staff on all products offered including HVAC services and non-program offerings.
• Identify and implement process improvements to enhance productivity, reduce errors, and improve customer experience.
• Assist in developing and updating training materials, SOPs, and call center protocols.
• Oversee the intake and scheduling of single unit owners in Multifamily properties. Determine best service path for individual condo unit owners
• Work with rebate processing vendor, Heat loan vendor, and PA rep on customer concerns and resolutions.

Minimum Qualifications:

• Associate's degree, In lieu of a degree, equivalent combination of education and relevant work experience may be considered.
• Proficiency with databases and Windows-based computer applications, including Microsoft Word and Excel.
• Experience with CRM or scheduling systems (e.g., Salesforce or comparable platform) preferred.
• Strong organizational skills, attention to detail, and ability to manage workload with minimal supervision.
• Problem solver capable of working through issues quickly and effectively.
• Excellent communications and interpersonal skills.
• Able to travel to job sites throughout Mass. or R.I. if/as needed.
• Able to pass criminal background and drug screening tests
• Ability to prioritize work flow based on department and company goals
• Must be able to and be comfortable working in a team environment

Work Environment, Position Type and Expected Hours of Work:

This position requires the employee to work in a professional office environment and routinely use standard office equipment. Position will entail frequent sedentary work and occasional standing. It is a full-time 40-hour position. Days and hours of work may vary but are typically Monday through Friday 8:00 AM to 5:00 PM, with no travel required for this position.

Physical Demands:

• Ability to lift up to 20 lbs.
• Ability to utilize a variety of computerized devices for a prolonged period of time.
• Answering the phone throughout the day every day
• Standing, walking, sitting
• Clarity of vision under 20 inches
• Adjustment of eye to bring object into sharp focus.
• Ability to identify and distinguish colors

Compensation & Benefits:

• Health care benefits through United HealthCare
• Delta Dental and Vision Service Plan
• Paid time off and holidays
• Employer-matching 401(k) retirement plan
• Employer-paid Employee Stock Ownership Plan (ESOP)
• Employer-paid life and AD&D insurance; access to short and long-term disability insurance
• Tuition reimbursement

Qualifications

Who We Are

The RISE Group is an employee-owned, professional engineering firm that provides a complete range of consulting, design, and energy services to customers throughout the United States and internationally. Our multi-disciplined engineering and technical staff specialize in failure analysis, engineering design, process optimization, and condition assessment. Our work demonstrates how creative collaboration can produce outstanding results for our clients and our communities.

Our Culture

At RISE, our customers come from all walks of life -- and so do our employees! We hire amazing people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We can confidently state that we are successful as a direct result of our diversity. From day one and throughout your career with us, you'll find a workplace culture with expansive personal & professional development opportunities, cutting edge technology, a place where relationships are valued, and work/life balance is always a priority. We are committed to diversity, equity, and inclusion (DEI) within our workplace and in our communities. It is our policy to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.

The RISE Group is an E-Verify participant and will conduct background investigations and pre-employment screening of candidates for employment Pre-employment activities will be conducted on qualified applicants after acceptance of a job offer.

The RISE Group is an employee-owned company and an equal opportunity/affirmative action employer. We welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, veteran status, disability, or any other classification protected by law