Call Center Supervisor

Renewal by Andersen Esler Companies is seeking a Call Center Supervisor to lead a high-energy team supporting our window and door replacement business. In this role, you will oversee inbound and outbound calls related to marketing campaigns, lead qualification, appointment setting, and customer care. You'll manage daily staffing and scheduling, track KPIs, and coach agents to hit performance and quality targets.

Partnering closely with sales, installation, and operations, you'll help ensure a seamless customer experience while fostering a culture of accountability, learning, and growth. Strong call center and leadership experience required.

Responsibilities

• Lead and supervise a team of call center agents handling inbound and outbound customer calls for window and door replacement services.
• Monitor performance metrics, call quality, and service levels; provide coaching and feedback to meet goals.
• Oversee daily scheduling, workflow, and staffing to ensure coverage for marketing, sales, and customer care campaigns.
• Handle escalated customer issues, ensuring timely, professional resolution and strong customer satisfaction.
• Collaborate with sales, installation, and operations teams to support seamless customer experiences.
• Track and report on team performance, trends, and opportunities for process improvement.
• Support hiring, onboarding, and ongoing training of call center staff in line with company culture and standards.

Required Skills

• Call center operations
• Inbound/outbound calling systems
• Workforce scheduling
• Performance metrics and KPIs
• CRM/Call tracking software
• Quality assurance monitoring
• Customer service best practices
• Coaching and staff development
• Conflict resolution and escalation management
• Reporting and data analysis