Benefits:
- Competitive salary
- Flexible schedule
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
Hales AC, part of the Right Away Home Services Group, is a rapidly growing HVAC repair and replacement company seeking a highly motivated
Call Center Supervisor to join our team. This role will be based out of Hales AC in Tampa Bay, but the call center supports our entire family of companies within the Right Away Group. The Call Center Supervisor will be responsible for managing the daily activities of our Customer Care Representatives (CCRs), ensuring they follow scripts, processes, and protocols while maintaining exceptional customer service standards across multiple brands.
Key Responsibilities:
- Training & Development: Lead training sessions for new and existing CCRs on Right Away Group’s scripts, service offerings, and customer care processes. Conduct regular coaching and refresher courses to ensure the team is aligned with our service and sales goals.
- Team Management: Oversee daily call center operations, monitor CCRs' performance, and provide ongoing mentorship and guidance to maintain a high-performing team culture across all Right Away Home Services brands.
- Customer Escalations: Serve as the primary point of contact for handling escalated customer concerns, demonstrating patience, empathy, and problem-solving skills to resolve issues promptly and ensure customer satisfaction.
- KPI Tracking & Reporting: Analyze key performance indicators (KPIs) such as call volume, response times, revenue generation, and sales conversion rates across the group. Generate and present performance reports to the Call Center Manager and senior leadership.
- Goal Setting & Achievement: Set clear team goals and work collaboratively to meet and exceed revenue and service targets for Hales AC and other Right Away Home Services locations.
- Initiative Management: Lead and manage various company initiatives, including sales campaigns, service promotions, and customer retention programs, ensuring successful implementation and alignment with company objectives.
- Recruitment & Team Building: Play an active role in hiring and onboarding new team members, ensuring a strong team culture and a cohesive work environment that supports the entire Right Away Home Services group.
- Process Improvement: Identify areas for process improvement and recommend changes to streamline operations, enhance the customer experience, and drive results across all locations.
- Quality Assurance: Conduct regular call audits and quality assurance checks to maintain service standards and ensure compliance with policies and procedures across the Right Away Group.
Qualifications:
- Experience:
- Minimum of 3-5 years of experience in a call center supervisory role.
- Proven track record in training, mentoring, and coaching staff on a defined and scripted sales process.
- Experience handling customer escalations and delivering high-quality service solutions.
- Prior experience in a sales-driven environment, ideally with inside sales exposure.
- HVAC industry experience is a plus but not required.
- Skills & Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to interpret and report on KPIs and performance metrics.
- Effective problem-solving skills and the ability to make quick, informed decisions.
- Ability to build rapport with customers and staff at all levels.
- High degree of professionalism and a customer-first mentality.
- Comfortable with CRM systems and call center software tools.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.).
Requirements:
- Must be able to commute to and work out of our Tampa Bay office.
- Must pass a felony background check.
- Availability to work flexible hours as needed to support business operations.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
What We Offer:
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including health insurance and 401(k).
- Opportunities for growth and advancement within a rapidly expanding organization.
- Supportive team culture with a focus on professional development.
If you are a driven leader with a passion for delivering results and inspiring others, we invite you to apply and become part of the Right Away Home Services family.
