Customer Experience Supervisor - Call Center Lead

Ultipro; Atlanta (GA); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health, Dental, Vision, EAP

Paid Time Off

Employee Discount on home furnishings

Professional Development Opportunities

Tuition Assistance

Ashley Wellness Centers

401(k) and Profit Sharing

Life Insurance

Job summary

Ashley Furniture Industries is seeking a Customer Service Supervisor to oversee the daily operations of the Call Center Service team and ensure exceptional service delivery. You will lead, coach, and manage performance to meet customer experience goals and drive continuous improvement across the department.

In this role you will monitor KPIs, mentor representatives, handle escalations, and collaborate with other departments to resolve issues, improve processes, and sustain a customer-first

Qualifications

• Minimum 2 years of supervisory or team lead experience in a call center or customer service environment.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.
• Proven ability to manage multiple priorities in a fast-paced setting.
• Proficiency with call center systems, CRM tools, and Microsoft Office.

Responsibilities

• Supervise, motivate, and develop a team of Customer Service Representatives.
• Provide ongoing coaching related to inquiries, order management, issue resolution, and service excellence.
• Foster a positive, collaborative, and accountable work environment.
• Conduct regular one-on-one meetings to support employee development and performance.
• Monitor and evaluate performance against goals and service metrics.

Skills

Leadership

Coaching

Customer service

CRM systems

Microsoft Office

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

CRM tools

Microsoft Office

Job description

Ashley Furniture Industries is seeking a Customer Service Supervisor to oversee the daily operations of the Call Center Service team and ensure exceptional service delivery. You will lead, coach, and manage performance to meet customer experience goals and drive continuous improvement across the department.

In this role you will monitor KPIs, mentor representatives, handle escalations, and collaborate with other departments to resolve issues, improve processes, and sustain a customer-first