Call Center Supervisor: Lead Scheduling & Customer Experience

Rise Group; Cranston (RI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health care benefits through United He

Delta Dental and Vision Service Plan

Paid time off

401(k) retirement plan (employer-match

ESOP

Life and AD&D insurance

Tuition reimbursement

Job summary

RISE Group in Cranston, RI, is seeking a Call Center Supervisor to lead our customer service and scheduling team for residential and multifamily services in MA and RI. This full-time role based in Cranston, RI office, requires Monday–Friday, 8:00am–5:00pm hours, with responsibilities spanning coaching, staffing, scheduling, and process improvements.

The ideal candidate will have strong organizational skills, CRM or scheduling system experience, and a proven ability to drive customer satisfaction

Qualifications

• Associate’s degree or equivalent work experience required.
• Experience with CRM or scheduling systems (e.g., Salesforce) preferred.
• Proficiency with databases and Windows-based apps (MS Word/Excel).
• Strong organizational skills with attention to detail and ability to manage workload.
• Excellent communications and interpersonal skills; able to travel as needed.

Responsibilities

• Lead and supervise call center team to meet service standards and KPIs.
• Monitor staff performance; provide coaching and feedback.
• Manage daily operations including scheduling and resources.
• Resolve escalated customer issues professionally.
• Collaborate with management on hiring, training, and evaluations.
• Report call metrics and identify efficiency improvements.
• Ensure adherence to scripts, compliance, and program guidelines.
• Cross-train with Residential staff on HVAC and non-program services.
• Oversee intake and scheduling for single unit owners in Multifamily properties.
• Coordinate with vendors on customer concerns and resolutions.

Skills

CRM experience

MS Office proficiency

Strong communication

Scheduling experience

Team leadership

Education

Associate’s degree or equivalent

Tools

Salesforce CRM

Scheduling software

Job description

RISE Group in Cranston, RI, is seeking a Call Center Supervisor to lead our customer service and scheduling team for residential and multifamily services in MA and RI. This full-time role based in Cranston, RI office, requires Monday–Friday, 8:00am–5:00pm hours, with responsibilities spanning coaching, staffing, scheduling, and process improvements.

The ideal candidate will have strong organizational skills, CRM or scheduling system experience, and a proven ability to drive customer satisfaction