Supervisor, Contact Center - Sales

Supervisor, Contact Center - Sales

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

Position Summary

The Contact Center Supervisor (Contact Center Supervisor, Move Channel) will play a pivotal role in guiding our internal agents to elevate customer experience. The responsibility includes, but is not limited to, monitoring and executing on customer service, quality and sales to meet company and partner goals. Contact Center Supervisors also champion new initiatives, drive continuous improvement, and help build teams that not only deliver on results, but also serve as a talent bench for the organization. This role is about more than metrics it's about fostering a culture of care, coaching agents to excel, and ensuring every customer interaction reflects our commitment to best-in-class service. This position is located at our office in Naperville. Our office environment is a key driver of our company culture and employee experience, so a regular in-office schedule (Monday through Friday 10:30am-7:00pm) is required.

Responsibilities

Achieve team KPI's, Quality Success Metrics (Sales conversion, net plan conversion, CSAT, schedule adherence etc.), and Sales Performance results daily, weekly and monthly. Demonstrate customer service experience including supervisory responsibility, strategy aligned decision making and a thorough understanding of contact center technologies (i.e. KMS, WFM, QA, CRM). Create and implement care strategies tailored towards improving agent efficiency and driving a higher quality Customer. Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies as needed to meet targets. Work effectively across departments to align strategies with overall business objectives. Establish and maintain strong relationships with external vendors to ensure alignment on day-to-day performance and strategic initiatives as assigned. Monitor and evaluate vendor performance against established KPIs, providing feedback and recommendations on how to improve sales performance. Act as a key liaison between internal teams and leadership, ensuring clear communication of goals, expectations and timebound quotas. Ensure TEAM compliance with company policies and industry regulations. Collaborate with team members to identify strengths and areas for improvement. Establish personalized development plans to support career advancement. Encourage a culture of continuous improvement by organizing workshops, training sessions, and knowledge sharing initiatives that keep the team engaged and informed. Implement recognition programs to celebrate individual and team achievements, motivating staff to reach their full potential. Build relationships with direct reports to foster a positive and professional work environment that focuses on providing exceptional customer service.

We're Excited if this is You!

Experience and Qualifications of the Role: Minimum 3 (ideally 3-5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center, with direct responsibility for claims or customer care operations. Strong leadership skills with a proven ability to coach, motivate, and develop high-performing teams by consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay. Excellent communication and interpersonal skills, with experience handling customer escalations, coverage disputes, contractor-related concerns, and service delays. Demonstrated ability to analyze operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive process improvements and service quality. Proficiency in CRM and claims management systems, along with Microsoft Office Suite; Salesforce experience preferred. Ability to partner and work cross-functionally to drive timely resolution and customer satisfaction. Education High school diploma required; bachelor's degree preferred.

Competencies

Communicates Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Developing Direct Reports : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each direct report's career goals; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; will take direct reports who need work; is a people builder. Builds Effective Teams : Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team. Decision Quality : Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Action Oriented : Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Equal Opportunity Employer

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