Facilities Call Center Operations Supervisor

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

Job summary

EMCOR Facilities Services in Tempe, AZ is seeking a Call Center Supervisor to lead a team of customer service representatives. You will monitor performance, coach staff, and coordinate with Account Management to meet service standards.

The role requires strong MS Office skills, advanced Excel, and prior management experience overseeing 8–10 CSRs; bilingual Spanish/English is a plus. Willingness to work a flexible schedule including weekends and nights.

Qualifications

• HS Diploma or higher required.
• Bachelor's Degree in Business or equivalent management experience.
• Experience managing 8–10 people in a call center within last five years.
• Bilingual Spanish/English would be a plus.

Responsibilities

• Oversee daily CSR tasks including web-based work orders and email communication.
• Monitor SLA/KPI metrics and coach CSRs to meet standards.
• Prepare and review monthly scores and performance reviews.
• Enforce CSC policies and administer coaching and disciplinary actions.
• Schedule CSRs to ensure proper shift coverage.
• Serve as escalation point for clients and internal partners.
• Analyze key reporting metrics and payroll submissions.
• Support interview and hiring decisions.

Skills

MS Office

Advanced Excel

Leadership

People management

Communication

Analytical skills

Time management

Bilingual Spanish/English

Education

HS Diploma

Bachelor's Degree in Business

Tools

Work order system

Job description

EMCOR Facilities Services in Tempe, AZ is seeking a Call Center Supervisor to lead a team of customer service representatives. You will monitor performance, coach staff, and coordinate with Account Management to meet service standards.

The role requires strong MS Office skills, advanced Excel, and prior management experience overseeing 8–10 CSRs; bilingual Spanish/English is a plus. Willingness to work a flexible schedule including weekends and nights.