Job Description

About the Role

We’re looking for a hands-on Call Center Supervisor to lead a team of customer service representatives (inbound, outbound, and chat) for a multi-brand home services organization. You’ll coach daily, drive performance, uphold quality standards, and partner cross-functionally (Dispatch, Memberships, Marketing) to deliver a consistently excellent customer experience.

What You’ll Do

• Lead & Coach (60%)
• Provide daily side-by-sides, live monitoring, and QA coaching; deliver actionable feedback with follow-ups and coaching plans.
• Run brief huddles and weekly team meetings to align goals, share trends, and celebrate wins.
• Develop agents for growth (skill ladders, shadowing, micro-trainings, cue cards).
• Operational Execution (25%)
• Manage live performance in RingCentral (queues, skills, adherence) and coordinate with Workforce Management on staffing and intraday changes.
• Ensure accurate job types, bookings, and complete job summaries (filters, system age, correct scheduling cadence).
• Drive membership enrollment conversations and compliance with call flow standards.
• Oversee outbound productivity targets and chat responsiveness.
• Quality, Reporting & Continuous Improvement (15%)
• Own team-level KPIs and daily scorecards; analyze trends (AHT, ASA, SLA, ABA, CSAT, conversion, adherence).
• Partner with QA to calibrate, reduce clerical/booking errors, and close the loop on recurring issues.
• Document SOP updates and contribute to scripting improvements; surface tool/process gaps.

KPIs You’ll Own/Influence

• Service level (e.g., 80/30), Abandon ≤ 4%, AHT within target 6:00 or less, Adherence ≥ 85%
• Chat first response ≤ 2 minutes; outbound productivity ≥ [100] calls/agent/day (as applicable)
• Membership conversion on eligible interactions ≥ [X]%
• QA accuracy for job type/booking/summary ≥ 85%; error rate trending down month-over-month
• Attendance/attrition within target; documented coaching hours per agent per month

Tools You’ll Use

• RingCentral (CCaaS): queues, skills, adherence, reporting
• Service Titan (CRM/Dispatch): booking, tags, memberships, job summaries
• WFM/Forecasting tools, knowledge base, QA platform, spreadsheets/dashboards

What You Bring

Must-Haves

• 2–4+ years in a high-volume contact center; 1+ year in a lead/supervisory capacity (or equivalent mentorship/QA lead experience)
• Proven coaching skills with measurable performance lifts (AHT, SLA, QA, conversion)
• Working knowledge of core KPIs (AHT, ASA, SLA, ABA, OCC/Utilization, Adherence, CSAT)
• Strong booking accuracy and documentation discipline; detail-oriented under live pressure
• Schedule flexibility (evenings/weekends/rotation)

Nice-to-Haves

• Experience with RingCentral and Service Titan (or similar CCaaS/field service CRM)
• HVAC/Home Services industry exposure and membership sales familiarity
• QA calibration, scripting, or SOP writing experience
• Basic data skills (Excel/Sheets, dashboards) and WFM coordination

Day-to-Day Rhythm

• 8:30 am huddle; review yesterday’s results and today’s goals
• Live floor coaching, barge/whisper, side-by-sides; micro-trainings
• Midday scorecard check; adjust staffing/skills with WFM
• Admin: QA reviews, coaching notes, follow-ups, documentation

30/60/90 Success Snapshot

• 30 Days: Team introductions; shadowing complete; scorecard cadences in place; first coaching plans delivered; booking accuracy trending up.
• 60 Days: Error hot-spots reduced [20–30%]; membership pitch compliance ≥ 85%; chat/outbound targets consistently met.
• 90 Days: Team at/above SLA & QA targets; sustained improvement in AHT and abandonment; bench plan for top agents; SOP/scripting contributions merged.

Work Environment & Physical Requirements

• On-site contact center environment with frequent headset/computer use; ability to sit/stand for extended periods; occasional after-hours coverage.

When it comes to maintaining comfort, keeping the lights on and water flowing, no one can compete with hometown heroes. HomeTown Services is a residential services provider in the South Central U.S. that provides homeowners with the highest-quality heating, AC, plumbing, and electrical repair and replacement services.

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