Onsite Call Center Supervisor - Seattle Team Leader

Gene Johnson Plumbing, Heating, Cooling & Electrical; Woodinville (WA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Paid Vacation Plan

401(k) Retirement Plan with company %

Medical, Dental, and Vision Insurance

Career growth opportunities

Employee Referral Bonuses

Job summary

Gene Johnson Plumbing, Heating, Cooling & Electrical seeks an Onsite Call Center Supervisor to lead the Seattle Market Area Call Center, supporting 13+ CSRs who book service calls. Reporting to the Call Center Manager, you will coach, schedule, monitor quality, and manage escalations.

The role is onsite, Monday–Friday, with rotating weekend MOD coverage. The ideal candidate brings hands-on leadership, performance coaching, and strong communication skills to ensure a superior customer experience.

Qualifications

• 2+ years in call center, customer service, or dispatch operations.
• At least 1 year of leading, coaching, or training others.
• Experience coaching to performance metrics (booking rates, call volume, QA).
• Ability to handle upset customers and de-escalate situations.
• Strong Excel or Google Sheets skills.
• Clear, kind, and direct communication (Teams).
• Strong organizational skills with fast-paced priorities.

Responsibilities

• Oversee daily call center operations, monitoring queues and service levels.
• Coach CSRs on live calls, booking performance and high-value calls.
• Monitor QA scores and provide regular feedback and coaching.
• Handle escalations and partner with local management to resolve concerns.
• Lead onboarding and training for new team members.
• Prepare weekly CSR timecards and assist with scheduling.

Skills

Call center leadership

Coaching/training

Excel/Sheets

Communication

Organization

Tools

ServiceTitan

Five9

ADP timekeeping

Job description

Gene Johnson Plumbing, Heating, Cooling & Electrical seeks an Onsite Call Center Supervisor to lead the Seattle Market Area Call Center, supporting 13+ CSRs who book service calls. Reporting to the Call Center Manager, you will coach, schedule, monitor quality, and manage escalations.

The role is onsite, Monday–Friday, with rotating weekend MOD coverage. The ideal candidate brings hands-on leadership, performance coaching, and strong communication skills to ensure a superior customer experience.