Contact Center Supervisor: Sales & Coaching

Oncourse Home Solutions; Naperville (IL); On-site; USD 61,000 - 93,000; Full time

Benefits offered by this job

Competitive base salary

Comprehensive health coverage

401(k) with company match

Paid time off

Job summary

Oncourse Home Solutions in Naperville, IL, is seeking a Contact Center Supervisor to guide our Move Channel agents and elevate customer experience. This role emphasizes coaching, quality, and sales while meeting partner goals in a fast-paced environment.

You will monitor KPIs, support development plans, collaborate across departments, and ensure a positive, professional work culture. Regular in-office hours are required: Monday–Friday, 10:30am–7:00pm.

Qualifications

• 3–5 years of progressive leadership in a home warranty, insurance, or service-based contact center.
• Proven ability to coach, motivate, and develop high-performing teams.
• Excellent communication and interpersonal skills, with experience handling escalations and service delays.
• Ability to analyze operational data (KPIs, CSAT, QA) to drive improvements.

Responsibilities

• Achieve team KPIs and sales performance daily, weekly and monthly.
• Demonstrate customer service experience including supervisory responsibility and strategy-aligned decision making.
• Create and implement care strategies to improve agent efficiency and customer quality.
• Track cross-sell performance metrics and adjust strategies to meet targets.
• Collaborate with departments to align strategies with business objectives.

Skills

Leadership

Customer service

CRM systems

Sales analytics

Coaching

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft O365

Salesforce

ERP software

Job description

Oncourse Home Solutions in Naperville, IL, is seeking a Contact Center Supervisor to guide our Move Channel agents and elevate customer experience. This role emphasizes coaching, quality, and sales while meeting partner goals in a fast-paced environment.

You will monitor KPIs, support development plans, collaborate across departments, and ensure a positive, professional work culture. Regular in-office hours are required: Monday–Friday, 10:30am–7:00pm.