Contact Center Lead: Elevate Customer Experience

DH Pace Company; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Paid time off

Life Insurance

401(k) with match

Health Savings Account

Flexible Spending Account

Voluntary benefits

Employee discounts

Job summary

DH Pace Company, Inc. in Atlanta, GA, is seeking a Contact Center Supervisor to lead our Customer Service Representatives. You will coach the team, drive performance against KPIs, and foster a culture of continuous improvement.

The role requires 3+ years in customer service with supervisory experience, strong communication, CRM and phone systems proficiency, and a customer-centric mindset. You will partner with leadership to optimize operations and deliver exceptional service.

Qualifications

• 3+ years in customer service, with at least 1 year in a supervisory or leadership role.
• Strong understanding of contact center operations and performance metrics.
• Proven experience in coaching, mentoring, and developing team members.
• Exceptional communication and interpersonal skills with diplomacy.
• Proficiency in CRM software and integrated phone systems; IFS is a plus.
• Customer-centric approach; able to stay positive under pressure.

Responsibilities

• Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations.
• Utilize performance data and observations to provide feedback and coaching.
• Ensure all team members meet operational strategies and performance goals.
• Handle onboarding, scheduling, and performance management, including disciplinary actions as needed.
• Manage and resolve customer escalations to maintain a positive experience.
• Ensure schedule adherence and proper staffing to meet service levels.
• Identify barriers and drive improvements in procedures and workflows.
• Ensure compliance with policies, procedures, and safety standards; report KPIs to senior management.
• Participate in implementing new processes, platforms, and tools to improve efficiency.
• Other responsibilities as assigned.

Skills

Customer service

Team leadership

Coaching

Communication

Tools

CRM software

Phone systems

IFS

Job description

DH Pace Company, Inc. in Atlanta, GA, is seeking a Contact Center Supervisor to lead our Customer Service Representatives. You will coach the team, drive performance against KPIs, and foster a culture of continuous improvement.

The role requires 3+ years in customer service with supervisory experience, strong communication, CRM and phone systems proficiency, and a customer-centric mindset. You will partner with leadership to optimize operations and deliver exceptional service.