Hybrid Call Center Supervisor - Lead & Elevate Service

Handal's Auto Repair; Madison (WI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Handal's Auto Repair is seeking an experienced Call Center Supervisor to oversee daily call center operations and support customer service representatives. The role may be onsite, remote, or hybrid based on business needs.

You will monitor activities, coach staff, and ensure service levels while collaborating with other departments. The ideal candidate brings strong leadership, communication, and problem-solving skills, with experience in CRM and workforce management tools.

Qualifications

• Candidates should have prior call center supervisory or team-lead experience.
• Strong leadership, communication, and problem-solving abilities are required.
• Experience with CRM and workforce management tools is preferred.

Responsibilities

• Supervise, coach, and support call center representatives to achieve performance goals.
• Monitor daily activities, workflows, productivity, and service levels.
• Provide guidance for customer questions, concerns, and escalations.
• Review performance and conduct meetings and coaching sessions as needed.
• Assist with scheduling, workload assignments, and coverage.
• Track KPIs such as call volume, response times, CSAT, and resolution rates.
• Handle escalated issues and work toward timely resolutions.
• Suggest improvements to processes and procedures.

Skills

Leadership

Communication

Problem solving

Conflict resolution

CRM software

Workforce management

Reporting

Time management

Team motivation

Education

High school diploma or equivalent

Additional education preferred

Tools

CRM

Call center software

Workforce management

Office software

Job description

Handal's Auto Repair is seeking an experienced Call Center Supervisor to oversee daily call center operations and support customer service representatives. The role may be onsite, remote, or hybrid based on business needs.

You will monitor activities, coach staff, and ensure service levels while collaborating with other departments. The ideal candidate brings strong leadership, communication, and problem-solving skills, with experience in CRM and workforce management tools.