Customer Engagement Supervisor - Call Center
About The Position
Infinity Replacement by Marvin is a direct-to-consumer replacement window and door business, bringing Marvin products to homeowners through personalized in-home consultations and professional installation. The Customer Engagement Supervisor leads, coaches, and develops Customer Engagement Representatives to provide exceptional service, achieve performance goals, and create a positive homeowner experience. The role oversees day-to-day contact center operations, monitors performance and quality, supports team development and hiring, partners with department leadership on operational improvements, and manages customer escalations. The position is based on-site in the Eagan office and includes a rotating leadership schedule with evening and weekend coverage.
Requirements
- Proven call center supervisory experience in a customer engagement environment.
- Experience coaching and developing team members to achieve performance goals.
- Strong leadership skills and a proven ability to motivate, mentor, and empower high-performing teams.
- Experience using data, reporting, and KPIs to drive performance and accountability.
- Proficiency with Salesforce, Tableau, Excel, and PowerPoint.
- Excellent communication, organizational, and problem-solving skills.
Responsibilities
- Lead, coach, and develop Customer Engagement Representatives to deliver an exceptional customer experience and meet performance goals.
- Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed accurately and efficiently.
- Monitor team and department performance using metrics, quality reviews, and reporting to drive continuous improvement.
- Conduct coaching sessions, one-on-ones, team meetings, and performance reviews to support employee growth and accountability.
- Partner with Department Leads and leadership to improve processes, enhance lead quality, and drive operational excellence.
- Manage customer escalations, support team communications, and ensure timely resolution of customer concerns.
- Support hiring, onboarding, and ongoing team development while adapting to evolving business and department needs.
- Participate in a rotating leadership schedule that includes evening and weekend coverage.
Benefits
- Health insurance.
- Paid holidays.
- Paid parental leave.
- 401(k) retirement savings match.
- $300 annual wellbeing account.
- A paid Better Living Day off.
- Annual profit sharing.
- Organized volunteer opportunities through Giving at Marvin.
- Brighter Days Fund financial support during personal hardships.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
