Call Center Supervisor: Lead & Elevate Customer Experience

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

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