Customer Experience Team Lead — Coaching & Performance

HomeTown Services; Tulsa (OK); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

Disability insurance

Life and AD&D insurance

401(k) with match

HSA/FSAs

Incentive pay

Tool reimbursement

Travel assistance

Pet insurance

Job summary

HomeTown Services is seeking a Contact Center Supervisor to lead and develop a team of CSRs across a multi-location environment. You will coach, monitor performance, and drive adherence to service standards while partnering with leadership to meet organizational goals.

Success requires strong coaching, communication, and analytical skills to improve customer experience and team performance. This on-site role supports workforce needs and continuous development.

Qualifications

• Supervisory or leadership experience in a CS/contact center environment.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to analyze performance metrics and drive results.
• Experience managing multiple priorities in a fast-paced environment.
• Strong organizational, problem-solving, and decision-making abilities.
• High level of professionalism, accountability, and emotional intelligence.

Responsibilities

• Lead, coach, and develop a team of CSRs.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Monitor call quality, productivity, attendance, schedule adherence, and service metrics.
• Provide real-time support and guidance to agents handling inquiries and escalations.
• Identify performance trends and implement action plans to improve results.
• Partner with leadership to drive employee engagement, accountability, and development.
• Assist with onboarding, training, and continuous development of team members.
• Support workforce management initiatives, staffing requirements, and operational goals.
• Collaborate with branch leadership to address customer service opportunities and challenges.
• Promote adherence to policies, procedures, and service standards.
• Foster a positive, team-oriented culture focused on customer experience and continuous improvement.

Skills

Leadership experience

Coaching

Communication

Metrics analysis

Prioritization

Tools

ServiceTitan CRM

RingCentral CCaaS

Job description

HomeTown Services is seeking a Contact Center Supervisor to lead and develop a team of CSRs across a multi-location environment. You will coach, monitor performance, and drive adherence to service standards while partnering with leadership to meet organizational goals.

Success requires strong coaching, communication, and analytical skills to improve customer experience and team performance. This on-site role supports workforce needs and continuous development.