Customer Support Supervisor – Customer Contact Center (CCC)
100% Onsite - LOCAL CANDIDATES ONLY!
Position Overview
As a Supervisor in our Customer Contact Center (CCC), you will play a critical role in leading and developing a team of specialists and representatives who support customers, resolve inquiries, contribute to revenue growth, and deliver world-class service. This role combines leadership, coaching, analytics, and a customer-focused approach to ensure consistent performance, process alignment, and employee engagement.
The ideal candidate thrives in a fast-paced office environment, values collaboration, and leads by example through professionalism, accountability, and results-driven leadership. You will oversee an omnichannel inbound contact center supporting customers and field operations across phone, email, chat, SMS, and other evolving communication channels. You will be responsible for driving operational performance, developing employees, and ensuring the timely and effective resolution of customer inquiries, service requests, sales opportunities, and operational support needs.
Key Responsibilities
Visible Leadership & Team Development
- Conduct regular quality reviews across all supported channels and provide structured feedback aligned with quality and performance scorecards.
- Maintain a consistent in-office presence to provide hands-on support, side-by-side coaching, interaction observation, and real-time feedback.
- Ensure team adherence to documentation standards, naming conventions, and customer communication protocols within CRM systems.
- Perform floor walks and live coaching to reinforce quality standards, tone, and overall customer experience.
- Serve as the primary point of contact for daily representative questions, customer escalations, and workflow issues.
- Model professional communication, pace, and urgency expected in a high-volume customer support environment.
- Communicate process changes, system updates, and policy announcements clearly to drive team understanding and adoption.
- Actively monitor customer contact queues in real time, reallocating resources and adjusting priorities to maintain service level agreements (SLAs) during peak volume periods.
- Assist with hiring, onboarding, and training new team members to foster an inclusive, high-accountability, and high-performing environment.
- Support employee career progression by identifying skill gaps, creating targeted development plans, and recognizing achievements through both formal and informal feedback loops.
Operational Performance & Continuous Improvement
- Manage team schedules, daily productivity, and time management to meet or exceed established SLAs.
- Ensure timely and accurate issue resolution alongside prompt submission of operational reports and executive summaries.
- Partner closely with Field Operations, Sales, and Account Managers to evaluate special projects (rollouts, large bids) and ensure contract fulfillment accuracy.
- Conduct User Acceptance Testing (UAT) and document feedback regarding technology enhancements, process improvements, and knowledge base articles.
- Champion the adoption of AI-enabled tools, automation, and emerging technologies, coaching team members on effective utilization.
- Utilize performance dashboards and analytics to track KPIs, identify root causes of performance gaps, and execute corrective action plans.
Position Requirements
Experience & Qualifications
- Education & Experience: Bachelor’s degree preferred, or 3+ years of relevant industry experience.
- Leadership: Minimum 1–2 years of supervisory or leadership experience in a customer service, inside sales, or contact center operations environment.
- Industry Focus: Experience in equipment rental, construction, or B2B service industries is highly desirable.
- Leadership & Coaching: Proven ability to coach, develop, and inspire a high-performing, flexible, and cross-trained team.
- Analytical & Technical Skills: Strong problem-solving capabilities, high attention to detail, and data literacy to drive actionable insights from operational metrics.
- Communication: Exceptional verbal and written communication skills with strong time management in high-volume environments.
Technical Proficiency
- CRM Systems: Salesforce CRM (case management, data tracking, performance dashboards).
- Productivity Tools: Microsoft Office Suite (Excel, Outlook, Word, Teams, PowerPoint).
- Omnichannel Platforms: MyInbox, live chat, SMS platforms, and workload management tools.
- Collaboration Tools: Quip, Spiffify, or similar platforms used for coaching, performance tracking, and gamification.
Schedule & Work Environment
- Shift Schedule: Primary shift is Monday through Friday, 11:00 AM – 8:00 PM (In-Office).
- Weekend Schedule: Required to work two Saturdays per month (Remote, 6:30 AM – 3:30 PM). Note: Employees working a scheduled Saturday will receive the preceding or following Friday off.
- Physical Requirements: Extended periods of heavy phone and computer usage.
- Travel: Occasional business travel may be required.