Call Center Supervisor

• 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.

• 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; were 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; associates or bachelors 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 strongstableorganization with aggressive growth plans andleadershipsupport.

A privately owned company with long-term leadership stabilitynot 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.