Call Center Supervisor: Lead, Coach & Elevate CX

Default Brand; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Employee discount on home furnishings

Professional development opportunities

Tuition assistance

Wellness centers

401(k) and profit sharing

Life Insurance

Job summary

Ashley Furniture Industries is seeking a Customer Service Supervisor to oversee daily Call Center operations and ensure exceptional customer service. You will lead, coach, and coach staff to meet performance goals and customer experience standards.

You will monitor performance, collaborate with internal departments, and drive continuous improvement while maintaining a customer-first culture aligned with Ashley's standards and values.

Qualifications

• Supervisory or team lead experience in a call center or customer service environment.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Supervise and develop a team of Customer Service Representatives.
• Coach on inquiries, order management, issue resolution, and service excellence.
• Monitor KPIs like call quality, handle time, response times and satisfaction.
• Ensure a customer-first culture and escalations are handled effectively.

Skills

Leadership

Coaching

Communication

CRM tools

Microsoft Office

Education

High School Diploma or GED

Bachelor's preferred

Tools

CRM systems

Call center software

Microsoft Office

Job description

Ashley Furniture Industries is seeking a Customer Service Supervisor to oversee daily Call Center operations and ensure exceptional customer service. You will lead, coach, and coach staff to meet performance goals and customer experience standards.

You will monitor performance, collaborate with internal departments, and drive continuous improvement while maintaining a customer-first culture aligned with Ashley's standards and values.