Call Center Supervisor

Solid Ground Solutions•Columbus, OH

1d•Hybrid

About The Position

The Call Center Supervisor supports the Call Center Manager in overseeing daily call center operations across Solid Ground Solutions’ brands. This is a hands-on leadership role focused on supporting the team, managing scheduling needs, assisting with customer calls and escalations, coordinating with field and project teams, and ensuring daily workflows are completed accurately and efficiently. The Supervisor will also assist with new hire training, provide real-time team support, monitor performance and quality, maintain CRM accuracy, and serve as the primary point of contact when the Call Center Manager is unavailable.

Requirements

5+ years of call center or customer service experience, with at least 2 years in a supervisory or lead role.
Experience with scheduling, dispatching, appointment setting, or coordinating service teams preferred.
Strong communication and problem-solving skills with the ability to remain calm in a fast-paced environment.
A hands-on leadership style and willingness to jump in and assist the team when needed.
Strong organizational skills and the ability to manage multiple priorities at once.
Experience training, coaching, and supporting team members.
Experience handling customer escalations and supporting sales or appointment conversions.
Proficiency with CRM systems; ServiceTitan experience is a plus.
Ability to communicate effectively with customers, technicians, project managers, and leadership.
Comfortable working independently in an in-office, hybrid, or remote environment.
Adaptable, dependable, and willing to learn new systems and processes.
Strong attention to detail and accuracy when working with schedules, customer information, and CRM data.
Ability to work flexible hours when needed to support peak call volumes and operational needs.

Nice To Haves

ServiceTitan experience is a plus.

Responsibilities

Support daily call center operations, including monitoring queues, assisting agents, handling escalations, and stepping in during high-volume periods.
Assist with scheduling appointments, cancellations, reschedules, same-day availability, and technician capacity across multiple brands and service areas.
Provide hands-on support to schedulers by answering questions, helping resolve scheduling challenges, and assisting with difficult customer or scheduling situations.
Communicate with General Managers, Project Managers, and field teams regarding schedules, technician availability, and operational changes.
Complete and oversee daily administrative tasks, including web lead distribution, outbound task lists, voicemail follow-up, address verification, account processing, and error tracking.
Maintain accurate CRM information and assist with dashboards, reports, troubleshooting, and system-related issues.
Train and onboard new schedulers on call handling, CRM processes, scheduling procedures, scripts, and brand-specific expectations.
Provide ongoing coaching, feedback, and support to team members while promoting a positive and collaborative work environment.
Monitor call quality, customer service, scheduling performance, sales conversions, and other key performance indicators.
Assist agents with lead follow-up, objection handling, and appointment conversions.
Support customer escalations and help ensure issues are resolved promptly and professionally.
Assist the Call Center Manager with performance documentation, evaluations, reporting, and coaching plans.
Serve as the backup for the Call Center Manager when needed, helping oversee daily operations and handle escalations.
Ensure team adherence to company policies, brand standards, scripts, customer service expectations, and applicable compliance requirements.
Assist with contingency planning during high call volumes, staffing shortages, system outages, or other operational challenges.
Perform other duties as assigned by the Call Center Manager.