Customer Care Leader – Coaching & Ops

Morris Furniture Company, Inc.; Fairborn (OH); On-site; USD 52,000 - 75,000; Full time

Job summary

Morris Furniture Company, Inc. is seeking a Customer Care Supervisor to coach, train, and develop agents across calls, emails, chats, and texts. This role drives service excellence by elevating agent skills, monitoring performance, and ensuring timely resolution of customer issues.

You will lead teams, coordinate training content, and collaborate with internal and external partners to improve processes and reduce escalations. A high-volume contact center background is essential.

Qualifications

• Has demonstrated success in a high-volume call center environment.
• Exceptional written and verbal communication skills.
• Manage multiple, on-going, and high priority assignments at the same time.
• Work independently.

Responsibilities

• Coach, train, hire and develop agents to meet or exceed performance goals.
• Conduct regular quality and service audits; provide timely feedback and coaching.
• Lead weekly and daily huddles, rallies and team contests to drive engagement.
• Combat attrition through engagement and recognition strategies.
• Walk the floor to provide real-time coaching and support to associates.

Skills

High-volume call center

Communication skills

Multi-tasking

Independent worker

Education

High School Diploma

Associates Degree preferred

Job description

Morris Furniture Company, Inc. is seeking a Customer Care Supervisor to coach, train, and develop agents across calls, emails, chats, and texts. This role drives service excellence by elevating agent skills, monitoring performance, and ensuring timely resolution of customer issues.

You will lead teams, coordinate training content, and collaborate with internal and external partners to improve processes and reduce escalations. A high-volume contact center background is essential.