Call Center Supervisor

Renewal by Andersen of Boise•Meridian, ID

About The Position

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.

Requirements

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

Nice To Haves

Bachelor’s degree preferred but not required

Responsibilities

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
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
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
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