Customer Engagement Supervisor - Call Center

Customer Engagement SupervisorInfinity Replacement by Marvin is our dedicated replacement window and door business where we bring Marvin's legacy of quality directly to homeowners. Through a direct-to-consumer model, we deliver premium fiberglass products, personalized in-home consultations, and professional installation—making the window replacement process simple, seamless, and satisfying.As a Customer Engagement Supervisor, you will play a critical leadership role in shaping the customer journey from the very first interaction. You will lead, coach, and develop a team of Customer Engagement Representatives, ensuring exceptional service, operational excellence, and a consistently positive experience for every homeowner. This role is ideal for a people-focused leader who is passionate about team development, customer satisfaction, and driving results.Highlights of your roleLead, coach, and develop a team of Customer Engagement Representatives to deliver an exceptional customer experience and achieve performance goals.Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed accurately and efficiently.Monitor team and departmental performance, using metrics, quality reviews, and reporting to drive continuous improvement.Conduct regular coaching sessions, one-on-ones, team meetings, and performance reviews to support employee growth and accountability.Partner with Department Leads and leadership to improve processes, enhance lead quality, and drive operational excellence.Manage customer escalations, support team communications, and ensure timely resolution of customer concerns.Support hiring, onboarding, and ongoing team development while adapting to evolving business and department needs.Participate in a rotating leadership schedule that includes evening and weekend coverage.This position will require you to be on-site in the Eagan office.You're a good fit if you have (or if you can)3-5 years of leadership experience in a call center or customer engagement environment.Experience coaching, developing, and managing both team members and leaders.Strong leadership skills with a proven ability to motivate, mentor, and empower high-performing teams.Experience utilizing data, reporting, and KPIs to drive performance and accountability.Proficiency with Salesforce, Tableau, Excel, and PowerPoint.Excellent communication, organizational, and problem-solving skills.We invite you to see yourself at MarvinFrom people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.For more than a century, we've been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin's quality products, including Infinity Replacement Windows and Doors, and TruStile Doors.Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!Some of our unique and most popular benefits include:$300 annual wellbeing account to spend on what helps you feel happy + healthyBetter Living Day! (a paid day off to go have some fun)Annual profit sharing – recognizing everyone's contribution to Marvin's successGiving at Marvin – participate in organized volunteer opportunitiesBrighter Days Fund – financial support from your colleagues and the Marvin family during personal hardshipsJoin the more than 8,000 Marvin team members to experience these benefits and more. Apply today!Marvin is an equal opportunity employerMarvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at View email address on click.appcast.io$65,000 - $75,000, pay based on experience