Onsite Call Center Leader - Drive Bookings & CSAT

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical; Manassas (VA); On-site; USD 55,000 - 80,000; Full time

Job summary

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical in Manassas, VA, is seeking an experienced Call Center Supervisor to lead a team of customer service and booking agents onsite at headquarters.

The role focuses on delivering exceptional service, increasing appointment bookings, and ensuring alignment with service teams. The ideal candidate will provide coaching, performance management, and workforce oversight while partnering with Dispatch, General Managers, and Operations to drive

Qualifications

• Previous supervisory or leadership experience in a call center or related environment.
• Strong coaching, communication, and employee development skills.
• Experience managing KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement.
• Strong problem-solving and escalation management capabilities.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
• Ability to thrive in a fast-paced, high-volume service organization.
• HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Responsibilities

• Lead, coach, and develop a team of contact center agents focused on customer service and bookings.
• Provide real-time guidance on interactions, policies, and booking opportunities.
• Conduct regular coaching sessions and performance reviews.
• Lead daily huddles, meetings, and training initiatives.
• Oversee onboarding and training of new hires and uphold customer-first culture.
• Manage escalated concerns and ensure timely resolution.
• Monitor calls, service levels, and workforce productivity.
• Coordinate with Dispatch, Managers, and Field Teams to improve operations.
• Process payroll via ADP and ensure accurate hours and incentives.
• Ensure compliance with policies and performance expectations.

Skills

Supervisory experience

Coaching

KPI and metrics management

Customer service operations

Data analysis

Escalation management

Tools

ADP payroll

CRM systems

Contact center platforms

Workforce management tools

Analytics tools

Job description

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical in Manassas, VA, is seeking an experienced Call Center Supervisor to lead a team of customer service and booking agents onsite at headquarters.

The role focuses on delivering exceptional service, increasing appointment bookings, and ensuring alignment with service teams. The ideal candidate will provide coaching, performance management, and workforce oversight while partnering with Dispatch, General Managers, and Operations to drive