Seattle Onsite Call Center Lead: Coaching & Ops

Gene Johnson; 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-må

Medical, Dental, and Vision Insurance

Career growth opportunities

Employee Referral Bonuses

Job summary

Gene Johnson is seeking an Onsite Call Center Supervisor to lead the Seattle Market Area Call Center, supervising 13+ CSRs and guiding daily operations, coaching, scheduling, QA, and escalations.

The ideal candidate is a hands-on, metrics-driven leader who can boost booking performance, coach team members, and ensure a consistent, customer-focused experience across shifts, with weekend MOD coverage as needed.

Qualifications

• 2+ years in call center, customer service, or dispatch operations.
• At least 1 year of experience 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 in person and via Teams.
• Strong organizational skills and managing competing priorities.

Responsibilities

• Oversee daily call center operations, queues, staffing, and service levels.
• Coordinate breaks and lunches to maintain coverage and comply with WA regulations.
• Coach CSRs on live calls, booking performance, and high-value calls.
• Monitor booking rates, call volume, and QA scores; provide feedback.
• Handle customer escalations and partner with management to resolve concerns.
• Serve as the first point of contact for CSR questions and document answers.

Skills

Coaching to metrics

Excel/Google Sheets

Customer de-escalation

Clear communication

Team leadership

Tools

ServiceTitan

Five9

ADP timekeeping

Job description

Gene Johnson is seeking an Onsite Call Center Supervisor to lead the Seattle Market Area Call Center, supervising 13+ CSRs and guiding daily operations, coaching, scheduling, QA, and escalations.

The ideal candidate is a hands-on, metrics-driven leader who can boost booking performance, coach team members, and ensure a consistent, customer-focused experience across shifts, with weekend MOD coverage as needed.