Call Center Supervisor

LeafGuard • Franklin Township, NJ

1d • Hybrid

About The Position

Leafguard is seeking a Call Center Supervisor to lead an appointment-setting team in exceeding productivity and quality goals. This role drives performance through live call coaching, objection handling, and Key Performance Indicators (KPI) reporting. The Supervisor oversees daily operations and partners closely with Marketing, IT, and Branch teams to ensure lead quality, system reliability, and strong appointment outcomes. The Supervisor leads and supports a team of inside sales agents or call center agents to achieve established performance, quality, and productivity goals. This role oversees daily shift execution, monitors lead activity and KPI performance within a CRM-driven, auto-dialer environment, and ensures agents consistently meet operational and sales standards. The Supervisor drives results through real-time coaching, performance feedback, and quality assurance, translating department objectives into clear daily expectations. This position also supports operational needs, including handling escalated issues, auditing lead management, and partnering with leadership to improve processes, performance, and results.

Requirements

• Minimum high school degree/GED or associate’s degree
• Knowledge of Basic computer skills i.e., excel, word and power point
• Strong understanding of CRM workflows and data integrity
• Hands on experience with telephony platforms
• Good planning, organizing and problem-solving skills
• Strong call listening and feedback skills (behavior-based coaching)
• Comfort working with performance metrics and dashboards
• Prior experience as a team leader, mentor, or acting supervisor
• 1 - 3 years previous call center supervisory experience with a team of 10 or more
• Ability to work a flexible schedule

Responsibilities

• Lead and manage daily call center operations, including agent scheduling, real-time adherence, production oversight, and handling escalated or complex customer interactions.
• Drive agent performance and quality outcomes through KPI ownership, call monitoring, CRM and telephony data analysis, structured 1:1 coaching, and quality assurance calibration.
• Support business goal achievement and process execution by ensuring accurate documentation, reinforcing objection-handling and quality standards, collaborating with leadership, and adapting quickly to changing targets, scripts, and priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree