Call Center Manager

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.

What We Offer Competitive salary: $50,000–$65,000

Weekly payPaid Time Off Comprehensive medical, dental, and vision insurance
401(k) with 4% company match

Life insurance, short-term and long-term disability, and hospital indemnity coverage

Employee furniture discounts

Extensive training and professional development opportunities

Career advancement opportunities within a growing company

Position Summary The Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution.

Core Knowledge & Qualifications Strong understanding of call center operations and workflow management

Knowledge of how call center functions impact overall business performance

Furniture industry knowledge and repair terminology preferred

Ability to build relationships and collaborate with leadership and cross-functional teams

Strong analytical, organizational, and communication skills

Key Responsibilities Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives

Monitor call center activity, including agent availability, hold times, escalations, and scheduling

Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments

Handle Level 3 customer escalations using established de-escalation procedures

Conduct team huddles, refresher training, and product training sessions

Accurately perform all operational functions within the call center

Complete required reports and operational documentation

Communicate personnel, workflow, morale, or process concerns to the Call Center Manager Participate in leadership meetings, quality assurance reviews, and process improvement initiatives

Provide immediate coaching and corrective feedback when necessary

Mentor Level 2 team members in preparation for future leadership opportunities

Remain available to support staff throughout operating hours

Perform additional duties as assigned

Required Skills & Competencies Leadership & Supervision Ability to lead, motivate, and coach a team in a positive and professional manner

Skilled in providing real-time operational guidance and support

Leads by example while fostering a collaborative and growth-oriented environment

Customer Service & Conflict Resolution Strong customer service background with the ability to professionally manage escalated customer concerns

Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction

Communication

Excellent verbal and written communication skills

Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership

Time Management & Organization Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment

Strong attention to detail and ability to adapt quickly to changing business needs

Continuous Improvement Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements

Technology Skills Basic knowledge of, or ability to learn:

Microsoft Office Suite and Microsoft 365

SharePoint, Outlook, and Teams Ring Central  and RingCXPaycom, iConnect, and Storis Authority & Decision-Making Act on behalf of the Call Center Manager during manager absences for customer-related concerns

Provide immediate operational coaching and guidance to staff

Deliver verbal warnings in coordination with the Call Center Manager Adjust call center schedules as needed to maintain adequate coverageT&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.

If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications.
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