Inside Sales Center - 2nd Shift Supervisor

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented Leaf Filter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.

• Industry‑best compensation packages
• Fully paid health, dental, and vision insurance
• 401k with company match
• Paid time off including paid parental leave
• Individualized career development programs
• On‑demand lunch program
• Childcare assistance
• Free gym membership
• Employee assistance programs, including legal, financial planning, and counseling
• Employee discount marketplace
• Employee Resource Groups such as Vet Connect, DEI Committee, Women’s Committee

The Inside Sales Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees. The Inside Sales Supervisor will need to demonstrate a high‑level of professionalism while creating an environment that fosters teamwork and success.

• Provide leadership support for Leaf Home.
• Manage and develop a team of inside sales contact center representatives through training, mentorship, and real‑time KPI performance coaching.
• Provide daily direction and communication to employees so that calls are placed/answered in a timely, efficient, and knowledgeable manner.
• Create and maintain a high‑quality work environment so team members are motivated to perform at their highest level.
• Conduct performance reviews including 30/60/90‑day reviews and yearly reviews.
• Monitor timesheets including time off requests, schedules, and timesheet approvals.
• Address performance issues in real‑time following established company and department policy.
• Respond to and resolve employee relations issues expressed by team members.
• Provide statistical and performance feedback on a regular basis to each team member.
• Conduct one‑on‑one and team meetings to provide feedback, coaching, and team collaboration.
• Lead and/or participate in special projects as needed.
• Performs other duties as assigned by supervisor.

• High School Diploma or equivalent.
• 3+ years of prior call center supervisory experience or equivalent.
• Advanced leadership and team management skills.
• Ability to provide feedback to agents and help constantly improve team performance and morale.
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without dropping the ball.
• Ability to thrive in a fast‑paced, high‑energy, team‑oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
• Detail‑oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
• Ability to provide timely and empathetic help through in‑person, phone, email, and social media avenues that keeps the co‑worker or customer’s needs at the forefront of every interaction.
• Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the…