Call Center Supervisor

Description

Reports To: Talent Acquisition Supervisor

About Renewal by Andersen

Renewal by Andersen is the full-service window replacement division of Andersen Corporation, a 115-year-old company and the most trusted family of window brands in America. We are the most awarded brand in the J.D. Power Windows and Patio Doors Satisfaction Study for the past five years. Our commitment to excellence has also earned us recognition as one of the Best Employers for Women in 2023 by Forbes and one of America’s Greatest Workplaces in 2023 by Newsweek.

Lead the Team. Drive Performance. Elevate the Customer Experience.

We’re looking for a Call Center Supervisor who thrives in a fast-paced, performance-driven environment and enjoys coaching teams to succeed. In this role, you will lead a team responsible for converting leads, scheduling appointments, and delivering a high-quality customer experience.

The ideal candidate is a strong people leader who combines coaching, performance management, and operational oversight to help the team meet and exceed goals while maintaining a positive and collaborative culture.

What You’ll Do

Lead & Develop Your Team

• Provide real-time coaching to call center agents to improve sales conversations, conversion skills, and customer interactions
• Support onboarding and training for new hires while continuing to develop existing team members
• Mentor team members and help identify future leaders within the organization
• Foster a positive, accountable, and results-driven team culture

Drive Performance & Results

• Monitor performance metrics such as conversion rates, appointment scheduling, and productivity
• Analyze data to identify opportunities for improvement and adjust strategies accordingly
• Implement performance improvement plans and support agents in achieving goals
• Ensure the team consistently meets or exceeds monthly performance targets

Optimize Call Center Operations

• Ensure efficient lead distribution and appointment scheduling to support business demand
• Monitor calls for quality assurance and adherence to company standards
• Handle escalated customer calls and serve as a resource for complex situations
• Identify opportunities to improve processes, efficiency, and team productivity

Support Team Operations

• Manage scheduling, attendance, time tracking, and payroll coordination
• Collaborate with other departments to ensure smooth lead flow and strong customer outcomes
• Lead by example in professionalism, communication, and accountability

What Makes Someone Successful in This Role

• A natural coach who enjoys helping others improve and succeed
• A performance-driven leader who uses data to guide decisions
• A strong communicator who builds trust and accountability within the team
• Someone who thrives in a fast-moving environment and is always asking “How can we do this better?”

What You Bring

• 2–3 years of leadership experience in a call center, inside sales, or high-volume customer engagement environment
• Demonstrated success coaching teams and improving performance metrics
• Strong communication and leadership skills with the ability to motivate others
• Ability to analyze data and use performance metrics to guide decisions
• High school diploma or equivalent required (Bachelor’s degree preferred but not required)

If you’re passionate about leading teams, improving performance, and creating an exceptional customer experience, we’d love to hear from you.

Apply today and help us build a call center team that wins together.

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