Call Center Supervisor - Scheduling & Service Excellence

Rise Group Inc; Cranston (RI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Employee Stock Ownership Plan (ESOP)

Dental and Vision plans

Paid time off & holidays

Life and AD&D insurance

Tuition reimbursement

Job summary

Rise Group Inc. 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 is based in our Cranston office, with hours Monday–Friday, 8:00am–5:00pm.

You will coach staff to meet KPIs, manage daily operations, ensure quality standards, and drive customer satisfaction while collaborating with management on hiring, training, and performance improvements.

Qualifications

• Associate’s degree or equivalent combination of education and experience.
• Proficiency with Windows-based Word and Excel.
• Experience with CRM or scheduling systems preferred.

Responsibilities

• Lead and supervise call center to meet service standards and KPIs.
• Coach staff, monitor performance, provide feedback.
• Manage daily operations including scheduling and resources.
• Resolve escalated customer issues professionally.
• Collaborate on hiring, training, and evaluations.
• Report call metrics and improve processes and quality.

Skills

CRM/scheduling systems

Windows applications

Strong organizational skills

Excellent communication

Team leadership

Education

Associate’s degree or equivalent

Tools

Salesforce

Scheduling software

Job description

Rise Group Inc. 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 is based in our Cranston office, with hours Monday–Friday, 8:00am–5:00pm.

You will coach staff to meet KPIs, manage daily operations, ensure quality standards, and drive customer satisfaction while collaborating with management on hiring, training, and performance improvements.