Contact Center Supervisor

Long Home; Corridor North (MD); On-site; USD 50,000 - 75,000; Full time

Job summary

Long Home is seeking a motivated Contact Center Supervisor to lead a team of Contact Center Agents responsible for converting prospective customers into qualified sales appointments. This hands-on role emphasizes coaching, performance, and creating an energetic, accountable environment.

You will manage daily operations, monitor performance, improve lead conversion, and ensure every prospect receives a professional and positive experience. Salary ranges and incentives are described in the ad.

Qualifications

• Experience in a high-volume contact center environment.
• Supervisory or coaching experience desired.
• Ability to coach toward measurable performance goals.
• Strong understanding of KPIs, QA, and performance management.
• Excellent verbal and written communication skills.
• Comfort using CRM and contact center technology.
• Salesforce or Five9 experience is a plus.

Responsibilities

• Coach, develop, and motivate agents to hit appointment-setting, conversion, productivity, quality, and CX goals.
• Monitor daily team performance and provide timely coaching and feedback.
• Review calls and QA results to identify coaching opportunities and improve effectiveness.
• Help agents strengthen call strategy, objections handling, and lead conversion.
• Support daily operations: staffing, workflow, systems, and floor management.
• Assist with recruiting, onboarding, and training new agents.
• Track KPIs and trends; partner with leadership to address opportunities.
• Ensure adherence to processes, scripts, tech requirements, and policies.
• Recognize strong performance and address concerns quickly.
• Communicate product updates, promotions, and company initiatives.
• Resolve escalated customer concerns and protect experience.

Skills

Coaching

Team leadership

Performance management

Call center ops

CRM experience

Communications

Data analysis

Tools

Salesforce

Five9

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

About the Role

Long Home is seeking a motivated, results-driven Contact Center Supervisor to lead and develop a team of Contact Center Agents responsible for converting prospective customers into qualified sales appointments.

This is a hands-on leadership role for someone who enjoys coaching people, driving performance, and creating an energetic, accountable team environment. You’ll work closely with Contact Center leadership to manage daily operations, monitor performance, improve lead conversion, and ensure every prospect receives a professional and positive experience.

What You’ll Do

• Coach, develop, and motivate Contact Center Agents to achieve appointment-setting, conversion, productivity, quality, and customer experience goals.
• Monitor daily individual and team performance and provide timely, actionable coaching and feedback.
• Review calls and quality assurance results to identify coaching opportunities and improve agent effectiveness.
• Help agents strengthen call strategy, objection handling, communication, and lead conversion skills.
• Support the day-to-day operation of the Contact Center, including staffing, workflow, systems, and floor management.
• Assist with recruiting, onboarding, and training new Contact Center Agents.
• Track KPIs and performance trends and partner with Contact Center leadership to address opportunities and improve results.
• Ensure agents consistently follow established processes, scripts, technology requirements, and company policies.
• Recognize strong performance while addressing performance or behavioral concerns quickly and consistently.
• Help communicate product updates, promotions, processes, and company initiatives to the team.
• Resolve escalated customer concerns and support a positive prospect and customer experience.

What We’re Looking For

• Previous experience in a high-volume call/contact center, inside sales, lead generation, or appointment-setting environment.
• Previous supervisory, team lead, or coaching experience strongly preferred.
• Proven ability to coach and motivate employees toward measurable performance goals.
• Strong understanding of Contact Center KPIs, quality assurance, and performance management.
• Excellent verbal and written communication skills.
• Strong interpersonal, coaching, problem-solving, and conflict-resolution skills.
• Comfortable using performance data and reports to identify trends and coaching opportunities.
• Ability to effectively manage multiple priorities and remain composed in a fast-paced, high-volume environment.
• Comfortable learning and using CRM, dialer, call monitoring, and Contact Center technology.
• Salesforce, Five9, or similar platform experience is a plus.
• Home improvement, inside sales, or appointment-setting experience is a plus.

About Long Home

For nearly 80 years, Long Home has helped homeowners improve and protect their homes through quality products, professional installation, and a commitment to exceptional service.

Our success starts with our people. We believe in creating a performance-driven, supportive environment where employees are challenged to grow, recognized for their contributions, and given opportunities to build their careers.

Salary Range: $50,000.00 To $75,000.00 Annually

Compensation: $50,000-$55,000 base salary + up to $20,000 in performance-based bonuses