Contact Center Supervisor

Long Home Products•Savage, MD

3d•$50,000 - $75,000

About The Position

Long Home is seeking a motivated, results-driven Contact Center Supervisor to lead and develop a team of Contact Center Agents responsible for converting prospective customers into qualified sales appointments. This is a hands-on leadership role for someone who enjoys coaching people, driving performance, and creating an energetic, accountable team environment. You’ll work closely with Contact Center leadership to manage daily operations, monitor performance, improve lead conversion, and ensure every prospect receives a professional and positive experience.

Requirements

Previous experience in a high-volume call/contact center, inside sales, lead generation, or appointment-setting environment.
Previous supervisory, team lead, or coaching experience strongly preferred.
Proven ability to coach and motivate employees toward measurable performance goals.
Strong understanding of Contact Center KPIs, quality assurance, and performance management.
Excellent verbal and written communication skills.
Strong interpersonal, coaching, problem-solving, and conflict-resolution skills.
Comfortable using performance data and reports to identify trends and coaching opportunities.
Ability to effectively manage multiple priorities and remain composed in a fast-paced, high-volume environment.
Comfortable learning and using CRM, dialer, call monitoring, and Contact Center technology.

Nice To Haves

Salesforce, Five9, or similar platform experience is a plus.
Home improvement, inside sales, or appointment-setting experience is a plus.

Responsibilities

Coach, develop, and motivate Contact Center Agents to achieve appointment-setting, conversion, productivity, quality, and customer experience goals.
Monitor daily individual and team performance and provide timely, actionable coaching and feedback.
Review calls and quality assurance results to identify coaching opportunities and improve agent effectiveness.
Help agents strengthen call strategy, objection handling, communication, and lead conversion skills.
Support the day-to-day operation of the Contact Center, including staffing, workflow, systems, and floor management.
Assist with recruiting, onboarding, and training new Contact Center Agents.
Track KPIs and performance trends and partner with Contact Center leadership to address opportunities and improve results.
Ensure agents consistently follow established processes, scripts, technology requirements, and company policies.
Recognize strong performance while addressing performance or behavioral concerns quickly and consistently.
Help communicate product updates, promotions, processes, and company initiatives to the team.
Resolve escalated customer concerns and support a positive prospect and customer experience.