Call Center Supervisor

Job Description

Job Description

Job Summary

Paschal is looking for a Call Center Supervisor to lead a team of customer service representatives who handle inbound calls, scheduling, and customer inquiries. This role is responsible for coaching agents, monitoring call quality, managing daily workflow, and ensuring an excellent customer experience on every call. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people and improving performance.

Key Responsibilities

• Supervise, coach, and motivate a team of call center representatives to meet daily, weekly, and monthly performance goals.
• Monitor call volume, hold times, and scheduling to ensure adequate staffing and coverage throughout the day.
• Jump in and personally take calls, chats, and emails alongside the team whenever call volume requires it — this role is expected to work the queue, not just manage it from the sidelines.
• Conduct call monitoring and quality assurance reviews; provide regular feedback and coaching to improve customer experience and conversion rates.
• Handle escalated customer calls and resolve complaints professionally and efficiently.
• Track and report on key call center metrics (call volume, service levels, abandonment rate, average handle time, booking rate, etc) and understand how each impacts the overall customer experience.
• Build and maintain SOPs (standard operating procedures) for the call center, and keep them updated on an ongoing basis to support training and ensure the team stays aligned on processes and expectations.
• Assist with hiring, onboarding, and training of new call center staff.
• Enforce company policies, attendance standards, and performance expectations.
• Partner with operations and marketing teams to align call handling with business needs and promotions.
• Identify process improvements to increase efficiency and customer satisfaction.
• Prepare and lead team meetings, one-on-ones, and performance reviews.
• Manage staffing and scheduling through peak season, when hours can shift with little notice — this may include early starts, late finishes, or longer days to keep the team covered.

Qualifications

• 2+ years of experience in a call center or customer service leadership role (supervisor, team lead, or similar).
• Prior experience in home services, HVAC, plumbing, electrical, or a related industry is a plus.
• Strong communication, coaching, and conflict-resolution skills.
• Comfortable working across multiple channels and systems — phone, chat, and email — alongside call center software, CRM systems, and AI-assisted platforms.
• Experience using AI tools/platforms in a call center setting is a plus; we’re a fast-growing, ever-changing environment, so comfort learning and adapting to new technology is a must.
• Working knowledge of service level metrics and how they impact the overall customer experience.
• Ability to multitask and stay organized in a fast-paced, high-call-volume environment.
• Proven ability to lead, motivate, and hold a team accountable to performance standards.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Availability to work flexible and extended hours as business needs require, including early mornings, evenings, and weekends. During peak season, schedules can shift with little notice and may include longer days.

Work Environment 

This is a full-time position based in Northwest Arkansas, attendance in person is required.

What We Offer 

• Competitive base salary and performance-based incentive opportunity. 

• Full benefits package, including medical, dental, vision, and retirement plans. 

• A strong, stable organization with aggressive growth plans, and leadership support. 

• A privately owned company with long-term leadership stability—not private equity backed. 

Paschal Home Services, LLC is an equal opportunity employer committed to providing a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any characteristic protected by applicable federal, state, or local laws.

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