Sales and Customer Experience Supervisor

Location: Woodbridge, VA

Job Type: Full-Time

Pay Range: $60k - $65k annually

The Sales & Customer Experience Supervisor provides day-to-day leadership for the Sales Center and Customer Experience team, directly supervising approximately 12 agents. This role oversees daily operations, employee performance, coaching, staffing, quality assurance, and customer escalations while ensuring departmental goals and service standards are achieved. Working in partnership with the Sales Center Manager, the Supervisor serves as the primary operational leader, while the Sales Center Manager maintains responsibility for department strategy, organizational initiatives, and overall business performance.

Primary Responsibilities

• Lead, coach, and develop Sales and Customer Experience Agents through regular feedback, QA reviews, and one-on-one coaching.
• Manage daily staffing, scheduling, operational coverage, and department workflows.
• Monitor KPIs, productivity, quality assurance, and follow-up standards to ensure performance goals are met.
• Handle agent concerns, customer escalations, and support agent accountability.
• Interviewing, hiring, onboarding, and training new agents.
• Maintain communication with Operations, Store Teams, and other internal departments when identifying opportunities for process improvement.
• Provide leadership support outside normal business hours, including weekends/holidays, when operational needs arise.

Qualifications

• Three or more years of leadership experience in a contact center, sales center, or customer service environment.
• Proven ability to coach, develop, and hold agents accountable.
• Strong communication, organizational, and problem-solving skills.
• Experience analyzing performance metrics and driving results.
• Proficiency with Microsoft Office and contact center technology.

Work Location

This is an in-office leadership position based in Woodbridge, VA. Regular in office presence is an essential function of the role to provide direct leadership, coaching, operational oversight, and provide support to the team. While agents may participate in a hybrid work environment, this position is expected to maintain an in-office presence Monday through Friday.