Call Center Supervisor

Hunter Recruitment Advisors (HRA); Town of Islip (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay + Bonuses

Medical Insurance

401(K) plan

Paid Time Off

Job summary

A trusted construction industry leader in New York seeks a Call Center Supervisor to manage and optimize their dispatch operations. The role requires over 5 years of experience in contact center management, strong leadership skills, and a commitment to exceptional customer service. Competitive salary and benefits offered, including medical insurance and paid time off.

Qualifications

• 5+ years of experience managing a contact center team.
• Familiarity with relevant CRM software.
• Strong work ethic and integrity.

Responsibilities

• Manage and lead dispatchers to exceed KPIs.
• Track all KPIs and metrics.
• Conduct weekly performance reviews.

Tools

Service Titan

Job description

Job Description

Come work for a locally & independently owned & operated, trusted leader in the construction industry! We're in the heart of Long Island, New York, looking for a bright, ambitious, and experienced management professional to take our contact center of dispatchers to the next level. This Call Center Supervisor will work to build, lead, and optimize our customer contact center operations.

Base pay range: $70,000.00/yr - $90,000.00/yr

Requirements

• 5 or more years of experience managing & developing a contact center team of Customer Service Representatives or Dispatchers for the construction industry.
• Familiarity with Service Titan software or any other relevant CRM/industry-specific software (managing workflows, tracking KPIs, and optimizing scheduling)
• Strong work ethic & high degree of integrity.
• Attentive to KPIs, metrics, and employee goals to help coach & develop a team
• Committed to delivering exceptional customer service.
• Experience handling customer service disputes and complaints professionally.
• Experience in handling multiple lead sources and tracking performance.
• Skilled in hiring, developing, and retaining top talent to maintain a high-performing team.
• Ability to analyze trends, implement solutions, and maximize efficiency.

Key Responsibilities

• Manage, coach, & lead our diverse group of dispatchers to exceed their KPIs and goals for booking customer appointments & capturing sales.
• Track & oversee all KPIs and metrics and adjust as necessary.
• Stay on top of all booked customer appointments, ensuring that technicians are dispatched appropriately & have all pertinent customer information.
• Responsible for conducting weekly performance reviews and providing each employee with appropriate targets for growth & development.
• Develop & implement team training sessions
• Involved with lead aggregators to optimize conversions and track ROI.
• When needed, hire, train, and retain top-performing contact center & dispatch professionals.
• Take on any escalated customer disputes with urgency and professionalism

Benefits

• Competitive Pay + Bonuses ($75-95K/year base salary, DOE)
• Medical Insurance, Life Insurance, 401(K) plan, Paid Time Off (Sick, Vacation, Personal), + Paid Holidays!
• Access to world-class trades training & personal development & growth!
• We work with top-tier tools & technologies in our industry!

We are an equal opportunity employer.