Customer Engagement Supervisor - Call Center
About The Position
Infinity Replacement by Marvin is a direct-to-consumer replacement window and door business that provides premium fiberglass products, personalized in-home consultations, and professional installation. The Customer Engagement Supervisor leads a team of Customer Engagement Representatives and helps shape the homeowner’s experience from the first interaction. The role focuses on team development, customer satisfaction, operational excellence, and achieving performance goals. This position is based on-site at the Eagan office. It includes participation in 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, including the 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.
- Ability to work on-site in the Eagan office and participate in rotating evening and weekend coverage.
Responsibilities
- Lead, coach, and develop Customer Engagement Representatives to deliver an exceptional customer experience and achieve performance goals.
- Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are handled accurately and efficiently.
- Monitor team and departmental 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 customer concerns are resolved promptly.
- Support hiring, onboarding, and ongoing team development while adapting to changing 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
- Better Living Day, a paid day off
- Annual profit sharing
- Organized volunteer opportunities through Giving at Marvin
- Brighter Days Fund financial support during personal hardships
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
