CSR Operations Lead — Elevate Call Center Performance

EMCOR Facilities Services, Inc.; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

EMCOR Facilities Services, Inc. is seeking a Call Center Supervisor to lead a team of customer service representatives responsible for frontline telephone support for ECSC contracted customers, providers, and technicians.

You will monitor performance, coach staff, and collaborate with Account Management to meet customer expectations and service levels. The ideal candidate has prior call center leadership and flexible scheduling experience.

Qualifications

• Bachelor's degree in business or equivalent management experience.
• Direct management experience of 8–10 people within the last five years; call center leadership preferred.
• Proficient in MS Office; advanced Excel skills.
• Must be able to work a flexible schedule including weekends and nights.

Responsibilities

• Provide daily oversight and delegation of CSR tasks including web-based work order dispatch and monitoring.
• Monitor and meet SLA/KPI metrics; coach CSRs to ensure service delivery meets standards.
• Evaluate CSRs and participate in performance reviews and goal setting.
• Oversee payroll submission accuracy and timesheet approvals.

Skills

MS Office

Advanced Excel

Education

Bachelor's degree in business

Tools

Work order system

Job description

EMCOR Facilities Services, Inc. is seeking a Call Center Supervisor to lead a team of customer service representatives responsible for frontline telephone support for ECSC contracted customers, providers, and technicians.

You will monitor performance, coach staff, and collaborate with Account Management to meet customer expectations and service levels. The ideal candidate has prior call center leadership and flexible scheduling experience.