Call Center Supervisor (Onsite – West Chester, PA)

Position Summary

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
• Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
• Support onboarding and training of new hires while reinforcing Christian's customer-first culture.

Customer Experience & Escalation Management

• Manage escalated customer concerns and ensure timely, professional resolution.
• Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
• Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
• Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

Contact Center Operations

• Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
• Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
• Assign and maintain agent skill groups and routing configurations.
• Generate and analyze daily, weekly, and monthly operational reports.
• Track and communicate key performance metrics to leadership.

Cross-Functional Partnership

• Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
• Support coordination between the contact center and field teams to ensure seamless customer experiences.
• Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Administrative & Compliance Responsibilities

• Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
• Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
• Maintain accurate documentation related to coaching, performance management, and employee development.
• Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

What We're Looking For

• Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting 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.

Success Measures

• Service Level Achievement
• Appointment Booking & Conversion Rates
• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• Membership Performance & Retention
• Agent Productivity, Utilization & Adherence
• Attendance, Engagement & Retention
• Escalation Resolution Effectiveness
• Coaching & Employee Development Outcomes
• Payroll Accuracy & Operational Compliance

Work Location