SonicJobs Logo
Left arrow iconBack to search
  1. Home
  2. 75029, Lewisville, TX
  3. Contact centre supervisor
  4. Supervisor, Contact Center

Supervisor, Contact Center

Caliber Collision
Posted 2 months ago, valid for 15 days
Location

Lewisville, TX 75029, US

Salary

$25 - $30 per hour

info
Contract type

Full Time

By applying, a Sonicjobs account will be created for you. Sonicjobs's Privacy Policy and Terms & Conditions will apply.

SonicJobs' Terms & Conditions and Privacy Policy also apply.

Sonic Summary

info
  • The Service Center CSCS TX position involves leading a contact center team, focusing on hiring, coaching, and tracking performance metrics.
  • The role requires supervising a call center group of over 20 representatives and providing leadership and mentoring.
  • Candidates must have a minimum of 6 years of customer service experience, with Caliber Collision experience preferred.
  • Excellent written and verbal communication skills, along with strong problem-solving and leadership abilities, are essential for this role.
  • The salary for this position is competitive, reflecting the responsibilities and experience required.

Service Center

CSCS TX

Job Summary

The Customer Success Team Supervisor is responsible for achieving and exceeding defined operational and sales KPIs through effective team leadership, performance coaching, and strategic use of modern contact center technologies such as NICE , WFM, Auto QA and Agent Assist applications. This role drives measurable improvements in conversion rates, quality scores, productivity, and customer satisfaction.  

Key Responsibilities 

  • Manage a team of contact center agents to achieve performance and conversion targets 

  • Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management  

  • Utilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities 

  • Leverage Agent Assist tools to improve real-time agent performance and accuracy 

  • Conduct KPI-focused one-on-ones and performance reviews 

  • Develop action plans for underperforming agents and recognize high performers 

  • Analyze dashboards and reporting data to identify trends and conversion opportunities  

  • Partner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90% 

  • Lead performance huddles focused on daily targets and motivational strategies 

  • Increase retention and reduce churn through effective save strategies and objection handling 

 

Success Profile 

  • Data-driven leader with strong analytical skills 

  • Proven record of improving conversion and revenue metrics 

  • Experienced in using modern contact center technology to enhance performance 

  • Strong coaching mindset with measurable performance improvement results 

 

Required Qualifications: 

  • Bachelor’s degree or equivalent experience 

  • 3+ years of contact center experience, with at least 1 year in a supervisory role 

  • Proven experience improving conversion rates and team performance 

  • Experience using modern contact center systems (Auto QA, Agent Assist, CRM , WFM platforms) 

  • Use of NICE or ZOOM CCaaS preferred 

  • Strong leadership, coaching, and performance management skills 

  • Excellent analytical and reporting abilities 

  • Strong communication and interpersonal skills 

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. 

Must be eligible to work in the U.S. with no restrictions. 



Learn more about this Employer on their Career Site

Apply now in a few quick clicks

By applying, a Sonicjobs account will be created for you. Sonicjobs's Privacy Policy and Terms & Conditions will apply.

SonicJobs' Terms & Conditions and Privacy Policy also apply.

Logo
SonicJobs
Your next career move. Sorted.
Search jobsbackground image

Contact us

© 2017 - 2026 SonicJobs Inc. All rights reserved

Terms & Conditions | Privacy Policy | Browse Jobs