Call Center Supervisor

Gene Johnson • Woodinville, WA

1d • $30 - $35 • Onsite

About The Position

Gene Johnson, an established residential home services company serving the greater Seattle and Puget Sound area, is seeking an onsite Call Center Supervisor to lead the Seattle Market Area Call Center and support a team of 13 or more Customer Service Representatives booking service calls across the Gene Johnson Family of Brands. Reporting to the Call Center Manager, the supervisor oversees daily operations, CSR coaching, scheduling and coverage, quality assurance, and customer escalations. The role calls for a hands-on leader who can improve booking performance, develop team members, and deliver a consistent customer experience. Success is measured by team performance, booking rates, call quality, and employee engagement. The supervisor is also expected to take calls when queues are backed up and provide hands-on support as needed.

This is an onsite, hourly position based in the Seattle market, Monday through Friday. Weekend coverage is shared through a rotating Manager on Duty (MOD) schedule with the Call Center Manager; weekend onsite work is not required.

Requirements

• At least 2 years of experience in call center, customer service, or dispatch operations.
• At least 1 year of experience leading, coaching, or training others.
• Experience coaching to performance metrics, including booking rates, call volume, and QA.
• Ability to handle upset customers and de-escalate challenging situations.
• Strong Excel or Google Sheets skills.
• Clear, kind, and direct communication skills, both in person and through Microsoft Teams.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.

Nice To Haves

• Experience with ServiceTitan and Five9.
• Home services experience in HVAC, plumbing, or electrical.
• Experience supporting multi-brand or multi-location call centers.
• Familiarity with ADP timekeeping and payroll processes.

Responsibilities

• Oversee daily call center operations, monitoring queues, staffing, call volume, and service levels.
• Coordinate breaks and lunches to maintain phone coverage and comply with Washington meal and rest break requirements.
• Coach CSRs on live calls, booking performance, saving refused or cancelled calls, and securing high-value Priority calls.
• Monitor booking rates, call volume, and QA scores, providing regular feedback and coaching.
• Handle customer escalations and partner with local management to resolve concerns.
• Serve as the first point of contact for CSR questions, documenting answers and keeping call center resources current.
• Route dispatch disagreements to the General Manager and Call Center Manager.
• Assist with weekly CSR timecards in ADP, including missed punches, PTO, and meal breaks.
• Manage QA scoring, CSR incentive programs, and weekly performance initiatives.
• Lead rotating CSR meetings with trade managers and assist with onboarding and training new team members.
• Support call center projects, including outbound shoulder-season lists and ServiceTitan updates.
• Partner with the Call Center Manager to address team feedback and communicate improvements.
• Provide coverage for the Call Center Manager as needed and participate in the rotating weekend MOD schedule.
• Take calls when queues are backed up and provide hands-on support when needed.

Benefits

• Paid vacation plan.
• 401(k) retirement plan with company match.
• Medical, dental, and vision insurance for employees and eligible family members.
• Career growth opportunities.
• Employee referral bonuses.
• Life and disability insurance.
• Paid holidays.
• Paid time off (PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed