Contact Center Supervisor

Position Summary

The Contact Center Supervisor leads and develops a team of Customer Service Representatives responsible for inbound customer communications in a lawn care and home services environment. This role oversees daily operations across Phone, Email, Text, and Chat channels, ensuring service excellence, operational efficiency, and consistent KPI achievement. 

The Supervisor drives performance through structured coaching, quality assurance monitoring, real-time queue management, and workforce adherence oversight. This position requires strong proficiency in Salesforce (case management) and RingCentral (telephony and communication platform). 

Essential Duties & Responsibilities

Team Leadership & Coaching

• Supervise, mentor, and develop a team of Contact Center Representatives. 


• Conduct regular 1:1 coaching sessions and performance evaluations. 


• Provide documented performance feedback tied to KPIs. 


• Support onboarding and training of new employees. 


• Promote a positive, accountable, and customer-focused culture. 

Operational Management

• Oversee high-volume inbound communications across Phone, Email, Text, and Chat. 


• Monitor real-time call queues and agent productivity using RingCentral/Power BI and reporting tools. 


• Ensure accurate and timely case creation and resolution within Salesforce. 


• Maintain appropriate staffing levels and schedule coverage in partnership with Workforce Management. 


• Address escalated customer concerns professionally and efficiently. 

KPI Accountability

• Responsible for team performance across the following key metrics:




• Calls per Hour 


• Salesforce Cases per Hour 


• Quality Assurance (QA) Scores 


• Schedule Adherence 


• First Contact Resolution (as applicable) 


• Customer Satisfaction (CSAT), using Applause 




• Analyze reporting data, identify performance gaps, and implement corrective action plans. 

Quality Assurance & Compliance

• Monitor calls, chats, and case documentation for quality standards. 


• Deliver structured QA feedback and coaching. 


• Ensure compliance with company policies and service protocols. 


• Maintain documentation accuracy within Salesforce. 

Cross-Functional Collaboration

• Partner with Operations, Sales, and Field Teams to resolve service-related issues. 


• Communicate customer trends and operational insights to leadership. 


• Support continuous improvement initiatives and process optimization. 

Qualifications

Required:

• 3+ years of contact center or customer service experience. 


• 1+ year of supervisory or team lead experience. 


• Experience managing inbound, multi-channel communications. 


• Experience in high-volume, KPI-driven environments. 


• Working knowledge of Salesforce or comparable CRM. 


• Experience with cloud-based telephony systems.


• Strong analytical and performance management skills. 


• Excellent verbal and written communication skills.

Preferred:

• Experience in lawn care, home services, or seasonal service industries. 


• Workforce management or scheduling experience. 

This is a salaried, exempt role, with compensation commensurate with experience.

The Senske Family of Companies is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to legally protected status.