Customer Engagement Supervisor - Call Center
About The Position
Infinity Replacement by Marvin is a dedicated replacement window and door business that brings Marvin’s legacy of quality directly to homeowners through a direct-to-consumer model, premium fiberglass products, personalized in-home consultations, and professional installation. The Customer Engagement Supervisor shapes the customer journey from the first interaction by leading, coaching, and developing Customer Engagement Representatives. The role focuses on exceptional customer service, operational excellence, team performance, and a positive experience for homeowners. This position is on-site in the Eagan office and includes rotating leadership coverage in the evenings and on weekends.
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 achieve performance goals.
- Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed 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 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
