Call Center Supervisor

Wrench Group; Nashville (TN); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

PTO

Health/Dental/Vision

401(k) with company match

Life Insurance

Disability

Employee programs

Training & development

Career growth

Job summary

Coolray Nashville, part of the Wrench Group, is seeking a Call Center Supervisor to lead a high-performing customer service team in a fast-paced environment. You will coach representatives, monitor performance, and partner with Dispatch, Service, Sales, and Operations to ensure an exceptional customer experience from first contact through service completion.

The ideal candidate has 3+ years in a busy call center with 2+ years in leadership, strong KPI-driven coaching ability, and excellent

Qualifications

• 3+ years in a high-volume call center, customer service, or similar
• 2+ years in a supervisory or team-lead role
• Experience coaching teams to KPIs and performance goals
• Experience in home services or service industries is a plus
• Strong knowledge of call center metrics and workforce management
• Ability to coach and improve performance
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Highly organized and able to prioritize in a fast-paced environment
• Proficiency with CRM, call center, or customer management tech
• Bachelor’s degree in Business/Management/Communications preferred

Responsibilities

• Lead, coach, and develop a team handling high-volume inbound/outbound interactions
• Provide daily leadership to deliver exceptional customer experiences
• Monitor performance and hold team to goals and service standards
• Track KPIs such as call volume, answer rates, conversions, and productivity
• Conduct regular coaching, feedback, and performance improvement
• Lead team meetings, trainings, and one-on-one sessions
• Ensure accurate identification of customer needs and schedule calls appropriately
• Manage staffing/schedules for call volume and business needs
• Handle escalated customer concerns and support staff
• Collaborate with Dispatch, Service, Sales, and Operations for seamless service
• Support onboarding and development of new team members
• Enter customer data and notes accurately into systems
• Use data to identify improvement opportunities in CX and efficiency
• Assist in implementing new processes, scripts, and technology
• Foster accountability, teamwork, and continuous improvement
• Support peak-volume periods by hands-on leadership

Skills

Leadership

Coaching

Call center metrics

Customer service mindset

Communication

Analytical thinking

Organizational skills

CRM software

Education

Bachelor's degree in Business/Management/ Communications

Tools

Microsoft Office

CRM systems

Job description

A New Chapter at Coolray Nashville

New leadership. New direction. A renewed commitment to our people.

If you’ve considered Coolray Nashville in the past - or heard things that made you hesitant to take a look - we invite you to take another look.

We have a new leadership team in place with a clear focus on building a workplace where great people are supported, respected, developed, and given the opportunity to succeed.

We also know that changing leadership is only the beginning. Trust and reputation are earned through actions, not words. That’s why we’re focused on creating an environment our team members are proud to be part of and building Coolray Nashville into a destination for the best talent in the trades.

Whether you’ve applied before, talked with us in the past, or are considering Coolray for the first time, this is a new chapter - and we’d like you to be part of it.

Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment.

Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers.

We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results.

What's In It For Me?

• $70,000 annual salary
• Robust PTO Plan
• Health, Vision, and Dental plans for you and your family to choose from
• 401(k) Retirement Plan with company match up to 30%
• Life Insurance, Short-Term Disability, and Long-Term Disability
• Special Program Options including FSA, EAP, Legal Services, and Identity Theft Protection
• Continuous training and professional development
• A dynamic, collaborative, and high-energy work environment
• Coaching and support for continued career growth

What Will I Do?

• Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
• Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
• Monitor call center performance and hold team members accountable to established goals and service standards.
• Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
• Conduct regular call monitoring and provide timely, actionable coaching and feedback.
• Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
• Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
• Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
• Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
• Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
• Handle escalated customer concerns and support representatives with challenging customer interactions.
• Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
• Support hiring, onboarding, training, and development of new call center team members.
• Ensure customer information, appointments, and call notes are entered accurately into company systems.
• Use call center data and reporting to identify opportunities to improve customer experience, team productivity, and overall performance.
• Help implement new processes, technology, scripts, and initiatives designed to improve call center effectiveness.
• Recognize strong performance while creating a culture of accountability, teamwork, urgency, and continuous improvement.
• Serve as a hands-on leader who is willing to jump in and support the team during periods of high call volume.

Do I have What it Takes?

• 3+ years of experience in a high-volume call center, customer service, or contact center environment preferred.
• 2+ years of leadership, supervisory, or team lead experience strongly preferred.
• Experience leading and coaching teams against measurable KPIs and performance goals.
• Home services, HVAC, Plumbing, Electrical, or other service-based industry experience is a plus.
• Strong understanding of call center metrics, workforce management, call quality, and performance reporting.
• Demonstrated ability to coach employees and improve individual and team performance.
• Strong customer service mindset with the ability to effectively manage escalated situations.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities with the ability to use data to make decisions.
• Highly organized with the ability to prioritize in a fast-paced, constantly changing environment.
• Comfortable holding employees accountable while maintaining a positive and motivating team culture.
• Proficiency with Microsoft Office and experience working with CRM, call center, or customer management technology.
• High school diploma or equivalent required; Bachelor's degree in Business, Communications, Management, or a related field preferred.

What Success Looks Like

A successful Call Center Supervisor builds a team that is engaged, accountable, customer-focused, and results-driven. They know their numbers, understand what is driving performance, coach consistently, and take action quickly when results fall below expectations.

Most importantly, they understand that every phone call represents both a customer who needs our help and an opportunity to grow the business.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally

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