Contact Center Technical Customer Service Supervisor

Description

• Coverage Management: Ensures adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.
• Time Management: Responsible for approving vacation, sick, and personal time and approving weekly timecards.
• Recruitment and Hiring: Responsible for interviewing and hiring new associates.
• Employee Coaching: Coaches all employees in the company’s customer service policies, procedures, and best practices.
• Monitoring Communications: Monitors and reviews calls, chats, texts, emails, and other correspondence between associates and customers.
• Team Collaboration: Facilitates effective communication and collaboration between associates and other internal teams to ensure seamless work handoffs and alignment with departmental goals. Collaborate closely with the Contact Center Customer Service Supervisor to ensure team alignment and a smooth customer journey. Collaborate closely with the Technical Applications Customer Service team.
• Knowledge Management: Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Performance Management: Handles all performance improvement plans, corrective actions, and termination of employees as needed and in accordance with company policy.
• Data Collection and Reporting: Collects data and prepares reports on department goals, volumes, and agent performance.
• Performance Evaluation: Conducts performance evaluations of assigned staff on a yearly basis.
• Process Improvement: Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
• Team Supervision: Supervises a team of Contact Center Technical Customer Service Associates to ensure compliance with company and department guidelines, upholding our Company Core Values.
• Escalations: Handle and resolve irate customer and escalations as requested by your team members.
• Information Dissemination: Ensures associates are informed about changes to company products and processes.

Requirements

• Comfortable having conversations about technical applications with contractors, builders and architects.
• Proven ability to manage and mentor a team, providing coaching, feedback, and performance evaluations.
• Experience handling performance management, including corrective actions, performance improvement plans (PIPs), and terminations.
• Experience in scheduling, shift planning, and real-time monitoring to ensure adequate coverage.
• Familiarity with customer feedback tools (e.g., CSAT, NPS) and how to use them to drive team improvements.
• Comfortable discussing technical applications across building products and coaching others through these conversations.
• High School Diploma or GED required.
• Bachelor’s degree in business administration, communications, or a related field preferred; equivalent work experience may be considered.
• Strong technical aptitude and familiarity with power tools and fasteners.
• Ability to collect and analyze team performance data, generate reports, and present findings to leadership.
• Strong organizational skills to balance administrative tasks, team supervision, and customer interactions efficiently.
• Ability to communicate with irate customers professionally while upholding company policies and service standards.
• Experience handling escalated customer complaints, including de-escalation techniques and problem resolution.
• 3+ years of experience in a customer service or call center environment, with at least 1–2 years in a supervisory or leadership role.
• Familiarity with customer service metrics (e.g., first-call resolution, average handle time, customer satisfaction scores) and how to leverage them for continuous improvement.
• Strong and hands-on experience with building products and installation techniques.
• Knowledge of customer service best practices, including call monitoring, quality assurance, and coaching strategies.
• Strong decision-making and conflict-resolution skills for managing team dynamics and customer escalations.
• Experience managing PTO requests, scheduling approvals, and timecard reviews.
• Experience with quality assurance (QA) monitoring, including reviewing customer interactions via calls, emails, chats, and texts.
• Experience in interviewing, hiring, and onboarding new employees.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance