Call Center Supervisor

A New Chapter at Coolray Nashville

New leadership. New direction. A renewed commitment to our people.

If you’ve considered Coolray Nashville in the past - or heard things that made you hesitant to take a look - we invite you to take another look.

We have a new leadership team in place with a clear focus on building a workplace where great people are supported, respected, developed, and given the opportunity to succeed.

We also know that changing leadership is only the beginning. Trust and reputation are earned through actions, not words. That’s why we’re focused on creating an environment our team members are proud to be part of and building Coolray Nashville into a destination for the best talent in the trades.

Whether you’ve applied before, talked with us in the past, or are considering Coolray for the first time, this is a new chapter - and we’d like you to be part of it.

Coolray is seeking a Call Center Supervisor to lead, coach, and develop a high-performing team of customer service representatives in a fast-paced, high-volume call center environment.

Our Call Center Supervisor plays a critical role in creating an exceptional customer experience from the very first interaction. This leader will oversee the day-to-day performance of the team, ensure calls are handled efficiently and professionally, coach representatives to achieve performance goals, and partner with Operations to make sure we are maximizing every opportunity to serve our customers.

We’re looking for a hands-on leader who thrives in a performance-driven environment, enjoys developing people, and knows how to balance exceptional customer service with strong business results.

What's In It For Me?

• $70,000 annual salary
• Robust PTO Plan
• Health, Vision, and Dental plans for you and your family to choose from
• 401(k) Retirement Plan with company match up to 30%
• Life Insurance, Short-Term Disability, and Long-Term Disability
• Special Program Options including FSA, EAP, Legal Services, and Identity Theft Protection
• Continuous training and professional development
• A dynamic, collaborative, and high-energy work environment
• Coaching and support for continued career growth

What Will I Do?

• Lead, coach, and develop a team of customer service representatives handling high-volume inbound and outbound customer interactions.
• Provide daily leadership and direction to ensure the team delivers an exceptional customer experience on every call.
• Monitor call center performance and hold team members accountable to established goals and service standards.
• Track and manage key performance indicators, including call volume, answer rates, booking/conversion rates, abandoned calls, schedule adherence, productivity, and quality.
• Conduct regular call monitoring and provide timely, actionable coaching and feedback.
• Identify individual and team performance trends and develop coaching or performance improvement plans when needed.
• Lead team meetings, huddles, one-on-one coaching sessions, and ongoing training.
• Ensure representatives accurately identify customer needs, schedule appropriate service calls, and maximize opportunities to serve the customer.
• Manage daily staffing and schedules to ensure appropriate coverage based on call volume and business needs.
• Monitor attendance, schedule adherence, breaks, and overall workforce productivity.
• Handle escalated customer concerns and support representatives with challenging customer interactions.
• Partner closely with Dispatch, Service, Sales, and Operations teams to create a seamless experience from the initial customer call through service completion.
• Support hiring, onboarding, training, and development of new call center team members.
• Ensure customer information, appointments, and call notes are entered accurately into company…