Contact Center Lead & Team Coach

Morris-Jenkins Co.; Charlotte (NC); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Leadership freedom to coach and train

Employee voice and input valued

Career growth opportunities

Paid time off, including 8 paid public

Two shifts: 10AM-7PM and 3PM-12AM with

Job summary

Morris-Jenkins is seeking a Contact Center Supervisor in Charlotte, NC to lead and coach a team focused on delivering exceptional customer service. You’ll review performance, drive process improvements, and ensure clear communication across departments to support operations.

You’ll supervise evenings E-Support and manage two shifts (10AM-7PM and 3PM-12AM) with rotating weekends, earning a $75,000–$80,000 salary plus growth opportunities.

Qualifications

• At least three (3) years of supervisory/management experience.
• Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
• Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
• Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
• Ability to write reports, business and interoffice correspondence professionally
• Demonstrated organizational and time management skills
• Outstanding customer orientation (friendly, courteous, helpful)
• Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)
• Ability to fluently speak, read, and write in the English language
• High School diploma or GED equivalent

Responsibilities

• Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues.
• Review company processes to improve them. We aren’t one of those companies that are resistant to change! If something could be done differently to make things easier and better for customers or employees, we wanna know!
• Build your team up! You’ll be on the lookout for talents and skills in the employees that report to you. It’s your job to build them up and help them best use their skills!
• Communicate with other departments for support. Throughout the day, you’ll talk with other teams to make sure all employees have the support they need.
• Help the team develop through changes. Whenever there’s a change to processes, you’ll make sure your team understands them. You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction!
• Monitor E-Support operations in the evenings. Sometimes, our E-Support team needs help with customer questions or escalations, and you’ll be the one to have their back!

Skills

Supervisory experience

Leadership

Windows proficiency

MS Office suite

Report writing

Org & time management

Customer orientation

Interpersonal & communication

English fluency

Education

High School diploma or GED

Tools

Windows OS

Automated systems

Job description

Overview

You’ve been supervising and coaching people for a few years now, and you love what you do but you’re tired of working for a company that doesn’t listen to you. You’ve got a talent for guiding and inspiring people. You’d be perfect for our Contact Center Supervisor position!

Your Role:

As Contact Center Supervisor, you’ll:

• Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues.
• Review company processes to improve them. We aren’t one of those companies that are resistant to change! If something could be done differently to make things easier and better for customers or employees, we wanna know!
• Build your team up! You’ll be on the lookout for talents and skills in the employees that report to you. It’s your job to build them up and help them best use their skills!
• Communicate with other departments for support. Throughout the day, you’ll talk with other teams to make sure all employees have the support they need.
• Help the team develop through changes. Whenever there’s a change to processes, you’ll make sure your team understands them. You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction!
• Monitor E-Support operations in the evenings. Sometimes, our E-Support team needs help with customer questions or escalations, and you’ll be the one to have their back!

Perks of the Job

• Do what you do best! You’ll be given the freedom to lead, coach, and train your team.
• You’ll be heard here. You’ve worked for companies before that say, “But this is how we’ve always done it.” Morris-Jenkins isn’t like that. You have insight from your team that could help us grow as a company. We’d LOVE to hear your ideas when you have them!
• You’ll have room to grow. We have advancement opportunities for this position!
• Paid time off, including 8 paid holidays
• We’re hiring for two shifts in office from10AM-7PM and 3PM-12AM with rotating weekends.

• You'll make $75,000-$80,000!

Responsibilities

All About You

• You’re the kind of person who takes initiative and brings structure. You don’t wait around for someone to tell you what to do, and you believe structure and clarity are the keys to keeping things running right!
• You’re energized by solving problems and seeing things through. You’re comfortable talking to people, even when you sometimes have to share constructive criticism. You don’t let problems fester and you know how to talk so others WANT to listen.
• You have high standards. You know how to prioritize so the most important things always get done, and get done well!
• You’re open to changes. Morris-Jenkins is always growing and improving. Some people are reluctant to go with changes, even when it could make things a lot better for customers. You believe changes are worth trying out, and you’re adaptive!
• You love accuracy and details, especially in communication! You believe when you’re clear about the details, other people can do their best work.

Morris-Jenkins has been voted Top Workplace USA and Top Workplace Charlotte time and time again! Check out our awards here: Working at Morris-Jenkins Heating, Air, Plumbing, and Electrical | Top Workplaces

You’ve got experience and ideas, and we’re listening. 💙💛

Qualifications

The Super-Fun HR Stuff

Required Skills and Experience

• At least three (3) years of supervisory/management experience
• Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
• Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
• Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
• Ability to write reports, business and interoffice correspondence professionally
• Demonstrated organizational and time management skills
• Outstanding customer orientation (friendly, courteous, helpful)
• Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)
• Ability to fluently speak, read, and write in the English language
• High School diploma or GED equivalent

Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities: Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina).

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.

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