Call Center Supervisor

As the Call Center Supervisor, you will lead and manage the daily operations of our customer service and scheduling team for residential and multifamily services in Massachusetts and Rhode Island. The ideal candidate has strong organizational and process improvement skills, with the ability to foster a collaborative, high-performing team environment while maintaining quality standards and customer satisfaction. This position is full time, Monday – Friday, 8:00am- 5:00pm, and will be in Cranston, RI office.

Essential Duties and Responsibilities include, but are not limited to:

• Lead and supervise the call center team to meet customer service standards and KPIs.
• Monitor and assess staff performance; provide coaching and feedback.
• Manage daily operations, including scheduling and resource allocation.
• Resolve escalated customer complaints professionally.
• Collaborate with management on hiring, training, and performance evaluations.
• Report to management on call metrics- answer rate, call type, find efficiencies.
• Ensure adherence to call scripts, compliance requirements, and program guidelines (RI Energy, Mass Save, etc.).
• Cross training with Residential staff on all products offered including HVAC services and non-program offerings.
• Identify and implement process improvements to enhance productivity, reduce errors, and improve customer experience.
• Assist in developing and updating training materials, SOPs, and call center protocols.
• Oversee the intake and scheduling of single unit owners in Multifamily properties. Determine best service path for individual condo unit owners
• Work with rebate processing vendor, Heat loan vendor, and PA rep on customer concerns and resolutions.

Minimum Qualifications:

• Associate’s degree, In lieu of a degree, equivalent combination of education and relevant work experience may be considered.
• Proficiency with databases and Windows-based computer applications, including Microsoft Word and Excel.
• Experience with CRM or scheduling systems (e.g., Salesforce or comparable platform) preferred.
• Strong organizational skills, attention to detail, and ability to manage workload with minimal supervision.
• Problem solver capable of working through issues quickly and effectively.
• Excellent communications and interpersonal skills.
• Able to travel to job sites throughout Mass. or R.I. if/as needed.
• Able to pass criminal background and drug screening tests
• Ability to prioritize work flow based on department and company goals
• Must be able to and be comfortable working in a team environment

Work Environment, Position Type and Expected Hours of Work:

This position requires the employee to work in a professional office environment and routinely use standard office equipment. Position will entail frequent sedentary work and occasional standing. It is a full-time 40-hour position. Days and hours of work may vary but are typically Monday through Friday 8:00 AM to 5:00 PM, with no travel required for this position.

Physical Demands:

• Ability to lift up to 20 lbs.

• Ability to utilize a variety of computerized devices for a prolonged period of time.

• Answering the phone throughout the day every day

• Standing, walking, sitting

• Clarity of vision under 20 inches

• Adjustment of eye to bring object into sharp focus.

• Ability to identify and distinguish colors

Compensation & Benefits:

• Health care benefits through United HealthCare

• Delta Dental and Vision Service Plan

• Paid time off and holidays

• Employer-matching 401(k) retirement plan

• Employer-paid Employee Stock Ownership Plan (ESOP)

• Employer-paid life and AD&D insurance; access to short and long-term disability insurance
• Tuition reimbursement