Customer Service Center Supervisor - 24/7 Operations

Service Experts; Fairfax (VA); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Competitive pay with incentives

PTO & holidays

Medical, Dental, Vision Insurance

401(k) with company match

Life and disability insurance

Supplemental benefits

Experts University training

Career development opportunities

Job summary

Service Experts is seeking a skilled Contact Center Operations Supervisor in Fairfax, VA to lead a team of Customer Support agents across outbound sales, inbound calls, appointment dispatching, and digital channels. You will mentor staff, manage performance, and ensure 24/7 coverage to meet KPIs.

You will coordinate with a 3rd party vendor, drive process improvements, supervise scheduling, reporting, and ongoing training, and participate in disciplinary actions when needed, while maintaining a

Qualifications

• Bachelor degree preferred.
• 5+ years in customer service.
• 3+ years Call center management.
• Creative and strategic thinker.
• Excellent verbal and written communication skills.
• Excellent interpersonal communication abilities.
• Ability to navigate multiple systems.
• Solid analytical skills and ability to interpret multiple points of data.
• Proficient in Excel, including pivot tables and graphs.
• Ability to manage multiple people / projects simultaneously.
• Innovative out of the box thinking.

Responsibilities

• Lead a team of Customer Support agents to meet KPI targets.
• Oversee inbound/outbound calls, appointments, emails and chat with high courtesy.
• Drive call handling, bookings, sales conversions, and service levels.
• Schedule workforce to optimize agent utilization.
• Coach, mentor, and perform annual reviews.
• Coordinate with a 3rd party vendor and implement change initiatives.
• Analyze daily/weekly/monthly call center results to improve performance.

Skills

Creative thinker

Strategic thinker

Communication skills

Analytical skills

Excel pivot tables

Education

Bachelor degree preferred

Job description

Service Experts is seeking a skilled Contact Center Operations Supervisor in Fairfax, VA to lead a team of Customer Support agents across outbound sales, inbound calls, appointment dispatching, and digital channels. You will mentor staff, manage performance, and ensure 24/7 coverage to meet KPIs.

You will coordinate with a 3rd party vendor, drive process improvements, supervise scheduling, reporting, and ongoing training, and participate in disciplinary actions when needed, while maintaining a