Call Center Supervisor: Lead, Coach & Optimize Performance

Coolray Tennessee; Nashville (TN); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Robust PTO Plan

Health, Vision, and Dental plans

401(k) Retirement Plan with company 30

Life Insurance, Short-Term Disability,

Long-Term Disability

FSA, EAP, Legal Services, Identity The

Continuous training and professional开发

Job summary

Coolray Nashville 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 supervisor will oversee day-to-day performance, ensure calls are handled efficiently, coach to achieve KPIs, and partner with Operations to maximize opportunities to serve our customers.

We’re looking for a hands-on leader who thrives on performance-driven results and delivering an exceptional

Qualifications

• 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.
• 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.

Responsibilities

• 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.

Skills

Call center leadership

Coaching teams

KPI-driven performance

Customer service mindset

Communication skills

Analytical skills

Education

Bachelor's degree preferred

High school diploma required

Tools

Microsoft Office

CRM systems

Job description

Coolray Nashville 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 supervisor will oversee day-to-day performance, ensure calls are handled efficiently, coach to achieve KPIs, and partner with Operations to maximize opportunities to serve our customers.

We’re looking for a hands-on leader who thrives on performance-driven results and delivering an exceptional