Call Center Supervisor- Onsite

Florida Window & Door•Lake Worth Beach, FL

20h•Onsite

About The Position

Florida Window & Door is seeking an exceptional Call Center Supervisor to lead its high-performance contact center. This role involves driving growth, developing talent, and creating an exceptional customer experience within a rapidly expanding home improvement company. The ideal candidate is a people-focused leader who inspires high performance, enjoys coaching, uses data for decision-making, fosters a positive and accountable culture, and embraces continuous improvement. This is a key role in driving revenue and shaping the future of a respected brand.

Requirements

3+ years of leadership experience in a call center, sales, appointment-setting, or customer service environment.
Proven ability to coach and develop teams to exceed goals.
Strong understanding of call center KPIs and performance management.
Excellent communication, leadership, and organizational skills.
Ability to thrive in a fast-paced, results-oriented environment.

Nice To Haves

Home improvement industry experience.
Experience leading high-volume outbound appointment-setting teams.
Experience managing teams of 20+ employees.
Bilingual English/Spanish.

Responsibilities

Lead, motivate, and develop appointment setters, team leads, confirmation specialists, QA personnel, and support staff.
Create a positive, competitive, and high-energy culture.
Conduct coaching sessions, performance reviews, and team meetings.
Develop future supervisors and leaders within the department.
Monitor and improve key performance indicators including: Lead-to-Set Rates, Set-to-Issue Rates, Issue-to-Demo Rates, Contact Rates, Demo Hold Rates, Appointment Quality Scores, and Agent Productivity Metrics.
Hold team members accountable to goals and expectations.
Identify trends and implement action plans to improve results.
Manage daily staffing and scheduling.
Oversee inbound and outbound call activity.
Ensure adherence to company processes, compliance standards, and quality expectations.
Partner closely with Marketing, Sales, Events, Recruiting, and Operations to maximize performance.
Help ensure every homeowner interaction reflects the company's commitment to excellence.
Resolve escalated customer concerns when necessary.
Support initiatives designed to improve customer satisfaction, increase appointment quality, and reduce cancellations.
Participate in hiring, onboarding, and training new employees.
Assist in developing and implementing ongoing training programs.
Build a culture focused on growth, accountability, teamwork, and continuous improvement.