In-Person Contact Center Leader - Coaching & Performance

Window World of LA / TX / FL; Baton Rouge (LA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Dental insurance

Vision insurance

PTO

Vacation accrual

Professional development

Advancement opportunities

Job summary

Window World in Baton Rouge, LA is seeking a Contact Center Supervisor to lead and coach the Baton Rouge contact center team. This hands-on leadership role focuses on coaching employees, improving performance, solving customer issues, and delivering an excellent customer experience.

The role involves guiding reps across phone, email, chat, and text, while maintaining service levels and quality expectations. Bachelor's degree preferred and in-person work at our Baton Rouge headquarters.

Qualifications

• 5+ years of experience in a contact center, call center, or customer service environment.
• 3+ years of supervisory or people leadership experience.
• Bachelor's degree in Business, Communications, or a related field preferred.

Responsibilities

• Lead, coach, and support Contact Center representatives in their day-to-day responsibilities.
• Conduct regular one-on-one coaching sessions and provide actionable feedback.
• Monitor team performance, productivity, service levels, and quality expectations.
• Identify training and development opportunities to help employees improve and grow.
• Assist team members with complex or escalated customer concerns.
• Lead team huddles, refresher trainings, and knowledge-sharing sessions.
• Help ensure customers receive consistent, professional service across phone, email, chat, and text.
• Recognize strong performance and help create initiatives that encourage employee engagement.
• Identify opportunities to improve Contact Center processes, workflows, and the overall customer experience.
• Support the implementation of new processes, technology, and customer service initiatives.
• Partner with leadership to achieve department and company goals.

Skills

Coaching

Leadership

Communication

Performance metrics

Conflict resolution

Prioritization

Microsoft Office

CRM systems

Contact center software

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Contact center software

Job description

Window World in Baton Rouge, LA is seeking a Contact Center Supervisor to lead and coach the Baton Rouge contact center team. This hands-on leadership role focuses on coaching employees, improving performance, solving customer issues, and delivering an excellent customer experience.

The role involves guiding reps across phone, email, chat, and text, while maintaining service levels and quality expectations. Bachelor's degree preferred and in-person work at our Baton Rouge headquarters.