Customer Service Supervisor

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience.

Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

The Customer Service Supervisor is responsible for overseeing the daily operations of the Call Center Service team, ensuring exceptional customer service delivery and team performance in support of Ashley Furniture's customer experience goals. This role provides leadership, coaching, and operational oversight to service representatives while driving performance, customer satisfaction, and continuous improvement initiatives. The Customer Service Supervisor serves as a key resource for escalated customer concerns and helps foster a customer-focused, high-performing team culture.

• Supervise, motivate, and develop a team of Customer Service Representatives.
• Provide ongoing coaching and guidance related to customer inquiries, order management, issue resolution, and service excellence.
• Foster a positive, collaborative, and accountable work environment.
• Conduct regular one-on-one meetings to support employee development and performance.

• Monitor and evaluate individual and team performance against established goals and service metrics.
• Track key performance indicators (KPIs) including call quality, average handle time, response times, productivity, and customer satisfaction scores.
• Identify performance gaps and implement coaching plans to improve results.
• Recognize and reward strong performance while addressing performance concerns professionally and promptly.

• Ensure customers receive timely, accurate, and professional service across all interactions.
• Serve as the primary escalation point for complex customer issues and service recovery situations.
• Partner with internal departments to resolve customer concerns and improve service outcomes.
• Promote a customer-first culture aligned with Ashley Furniture's brand standards and values.

• Conduct regular call monitoring, quality reviews, and service audits.
• Provide constructive feedback and training to improve communication skills, product knowledge, and service effectiveness.
• Ensure compliance with company policies, procedures, and customer service standards.
• Support continuous improvement efforts to enhance the customer experience.

• Create and manage team schedules to ensure adequate staffing coverage during business hours.
• Monitor call volumes and staffing needs to maintain service levels.
• Approve time-off requests and manage attendance in accordance with company policies.
• Adjust staffing plans based on operational demands and business needs.

• Analyze call center data and trends to identify opportunities for process improvement.
• Prepare and communicate performance reports, service metrics, and operational updates.
• Collaborate with leadership to implement initiatives that improve efficiency, customer satisfaction, and team effectiveness.
• Support departmental goals, strategic…