Contact Center Supervisor

The Lee Company•Franklin, TN

3d•Onsite

About The Position

The Facility Services Contact Center Supervisor is responsible for leading, coaching, and developing a team of Customer Experience Representatives and Dispatchers who support Facility Services customers, technicians, service leaders, and internal business partners. This role is accountable for driving daily contact center performance, ensuring high-quality customer experience, supporting operational execution, and creating a culture of accountability, teamwork, and continuous improvement. The Supervisor partners closely with Dispatch, Service, Sales, Operations, and Contact Center leadership to ensure customer needs are handled efficiently, service commitments are supported, and team members are equipped to perform at a high level. The ideal candidate is a strong people leader, an effective communicator, and a customer-focused problem solver who can balance employee development, operational performance, process discipline, and customer satisfaction. A deep understanding of Lee Company’s culture, mission, and service standards is essential to success in this role. The Contact Center Supervisor is ultimately responsible for the overall performance of the customer service representatives and dispatchers within the contact center. He/she will make decisions regarding people, processes, technology, dispatch, and customer service. This person is directly responsible for the success of the contact center team that includes customer service representative and dispatch team. A deep understanding of Lee Company’s culture and mission is vital to the success of this position.

Requirements

High school diploma or equivalent required
3–5 years of contact center, customer service, dispatch, administrative, or operations experience preferred
2–3 years of leadership, supervisory, coaching, or team lead experience preferred
Servant Leadership
Customer Focus
Effective Communication
Coaching and Development
Accountability
Problem Solving
Managing Priorities
Process Discipline
Team Building
Adaptability
Data-Driven Decision Making
Operational Excellence
Proven Knowledge of Microsoft Excel, Word, Power Point, and Outlook
Must be able to type proficiently; 60+ WPM w/accuracy
Candidates must be legally authorized to work in the United States.
At the time of hire, employees will be required to provide proof of employment eligibility.

Nice To Haves

associate or bachelor’s degree preferred

Responsibilities

Leading, coaching, and developing a team of Customer Experience Representatives and Dispatchers
Driving daily contact center performance
Ensuring high-quality customer experience
Supporting operational execution
Creating a culture of accountability, teamwork, and continuous improvement
Partnering closely with Dispatch, Service, Sales, Operations, and Contact Center leadership
Making decisions regarding people, processes, technology, dispatch, and customer service

Benefits

Comprehensive health, dental, and vision insurance
free virtual primary care, mental health, and urgent care services for employees and their family members
Earned Wage Access (EWA) – access a portion of your earned pay before payday
401(k) company match
HSA contributions
company-paid life and long-term disability insurance
Company-supported volunteer opportunities
Free trade training through Lee Company University (LCU)
paid time off (PTO)
career growth opportunities
Paid time off (PTO)
holidays
Chaplain services
competitive pay
full benefits
paid training
opportunities for growth