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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in a call center environment, with a focus on achieving KPIs and enhancing customer experience through effective team management and performance analysis.
Highest-signal resume keywords
Call Center OperationsTeam LeadershipPerformance Metrics AnalysisCoaching and DevelopmentCustomer Experience Principles
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Data AnalysisKPI AchievementQuality AssuranceEscalation ManagementProcess Improvement
Soft Skills
MotivationEmpathyCommunicationOrganizational SkillsConflict Resolution
Tools & Technologies
Microsoft OfficeWorkforce Planning ToolsCRM ToolsCall Center Tools
Industry Keywords
Customer ServiceContact CenterClaims ManagementContinuous LearningTeam Culture
About the role
Key responsibilities & impact- Supervise, motivate, and support a team of call center representatives to achieve KPIs across quality, productivity, attendance, compliance, and customer satisfaction
- Conduct regular coaching sessions, side-by-sides, quality reviews, and performance touchpoints
- Reinforce expectations consistently and professionally, recognize high performers, and address performance concerns promptly
- Foster a cohesive team culture grounded in customer-first behavior, accountability, and continuous learning
- Monitor real-time workloads, call queues, and SLA performance; partner with Workforce Management to align staffing to demand
- Serve as the first escalation point for frontline issues, resolve customer concerns, and remove barriers to service
- Ensure daily adherence to policies, procedures, compliance standards, and contractual requirements
- Identify operational gaps and implement corrective actions with the Manager
- Review dashboards, QA insights, and performance reports to identify trends and improvement opportunities
- Translate data into action plans that improve customer experience, quality, and efficiency
- Document QA, training, and escalation observations and engage Training, QA, Product, and Claims partners to address root causes
- Support rollout of new processes, tools, and initiatives
- Communicate process updates, policy changes, and new initiatives
- Partner with QA and Training to reinforce best practices and skill development
- Collaborate with departments to resolve complex issues and streamline workflows
- Maintain accurate and timely documentation of team performance, issues, and follow-up actions
- Assist in recruiting, interviewing, and selecting new team members
- Support new hire onboarding, training reinforcement, nesting activities, and system readiness
- Promote a positive, supportive, and inclusive work environment
- Operate standard office equipment including a computer and phone; regularly sit at a desk and occasionally stand, walk, lift, carry, or move up to 10 pounds
Requirements
What you’ll need- High School Diploma or GED
- Minimum 4+ years of experience in a related field (customer service, contact center, or claims)
- Minimum 2+ years of supervisory or leadership experience in a similar environment
- Foundational understanding of call center operations, customer experience principles, and performance metrics
- Ability to coach, motivate, and lead a team in a fast-paced, dynamic environment
- Strong organizational, time-management, and prioritization skills
- Ability to analyze performance data and identify actionable insights
- Must be able to communicate effectively in English
- Able to maintain composure, empathy, and professionalism during escalations or changes
- Ability to learn multiple systems and navigate them simultaneously
- Must be able to talk and hear
- Required to use hands to finger, handle, or feel objects, tools or controls
- Preferred: 4+ years of experience in a contact center leadership role
- Preferred: Experience in Connected Living, Home Solutions, Home Warranty, Global Housing or similar operations
- Preferred: Intermediate proficiency in Microsoft Office, Workforce Planning tools, and CRM/call center tools
- Preferred: Demonstrated expertise in coaching, de-escalation, problem-solving, and conflict resolution
- Preferred: Ability to adapt quickly to shifting priorities, new processes, and business changes
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Short-term disability (STD)
- Long-term disability (LTD)
- Life insurance
- 401(k)
- Generous paid time off
- Professional and career development opportunities
- Full-time and part-time employee benefits
- Video-based virtual interviews
- Reasonable accommodations for individuals with disabilities