Call Center Supervisor

Come work for a locally & independently owned & operated, trusted leader in the construction industry! We’re in the heart of Long Island, New York, looking for a bright, ambitious, and experienced management professional to take our contact center of dispatchers to the next level. This Call Center Supervisor will work to build, lead, and optimize our customer contact center operations.

What We’re Looking For:

• 5 or more years of experience managing & developing a contact center team of Customer Service Representatives or Dispatchers for the construction industry.
• Familiarity with Service Titan software or any other relevant CRM/industry-specific software (managing workflows, tracking KPIs, and optimizing scheduling).
• Strong work ethic & high degree of integrity.
• Attentive to KPIs, metrics, and employee goals to help coach & develop a team.
• Committed to delivering exceptional customer service.
• Experience handling customer service disputes and complaints professionally.
• Experience in handling multiple lead sources and tracking performance.
• Skilled in hiring, developing, and retaining top talent to maintain a high-performing team.
• Ability to analyze trends, implement solutions, and maximize efficiency.

Key Responsibilities:

• Manage, coach, & lead our diverse group of dispatchers to exceed their KPIs and goals for booking customer appointments & capturing sales.
• Track & oversee all KPIs and metrics and adjust as necessary.
• Stay on top of all booked customer appointments, ensuring that technicians are dispatched appropriately & have all pertinent customer information.
• Responsible for conducting weekly performance reviews and providing each employee with appropriate targets for growth & development.
• Develop & implement team training sessions.
• Involved with lead aggregators to optimize conversions and track ROI.
• When needed, hire, train, and retain top-performing contact center & dispatch professionals.
• Take on any escalated customer disputes with urgency and professionalism.

Why Join/What Makes Us Great?

• Competitive Pay + Bonuses ($75-95K/year base salary, DOE)
• Medical Insurance, Life Insurance, 401(K) plan, Paid Time Off (Sick, Vacation, Personal), + Paid Holidays!
• Access to world-class trades training & personal development & growth!
• We work with top-tier tools & technologies in our industry!

We are an equal opportunity employer.