{"id":2561719,"url":"https://alion.io/job/service-experts-supervisor-customer-service","title":"Supervisor, Customer Service","company":{"id":2741391,"name":"Service Experts","domain":"serviceexperts.com","url":"https://alion.io/company/serviceexperts-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Sales","role_family":"Sales","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fairfax, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":141000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2354},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-15T03:01:24Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Welcome!\n\nThe Contact Center Operations Supervisor will lead a team of local contact center agents to provide high-quality service in our 24/7, 365 day a year, contact center operations. In this role, the Supervisor will oversee a team of Customer Support Center agents who are responsible for handling various activities including outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat service. Supported by team leaders, the Supervisor will be accountable for meeting or exceeding key performance indicators such as, call handling performance, sales conversion, booking rates, productivity, and agent call quality. The Supervisor is also expected to mentor and coach team members to motivate behavior to achieve quality and performance standards and career development, but also facilitate disciplinary action with direct reports as required.In addition, this role will involve liaising between Service Experts and a 3rd party vendor, and as such will responsible for implementing change initiatives, align priorities against corporate strategy, ensure consistent and sustainable improvement as well as drive strategic milestones. Overall, you will be responsible for operational excellence, quality deliverables, and lead customer experience initiative\n\nKey Responsibilities:\nEnsures the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPI’s.\nWill oversee the handling of all customer interactions, including customer service requests, appointment booking, cancellations, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution.\nDemonstrate proficiency in understanding of and the ability to drive inbound/outbound call handling KPI’s to include customer retention and renewals conversions, booking rate, service levels, and abandonment rate performance to meet and exceed company goals\nDemonstrate proficiency in workforce scheduling to optimize agent utilization\nTo be involved in human resource objectives by assisting in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions, including bonus/spiff plans; enforcing company policies and procedures\nConduct yearly agents and Team Lead reviews with annual development and goal planning\nResponds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management\nIn conjunction with other operations management, coordinates service center capacity requirements and other requests/needs from local centers\nContinually maintains working knowledge of all company products, services, and promotions\nWork with Dispatch Teams to improve accuracy in scheduling and speed of response\nWork with other operational management to ensure appropriate resolution of customer disputes\nResponsible for reporting and analyzing daily, weekly and monthly Call Center results in order to improve team performance and business performance\nAbility to be available 24 hours a day, 7 days a week in the event of an emergency\nSome travel may be required\nComplete other duties as assigned\nRequired Qualifications:\nBachelor degree preferred.\n5+ years in customer service\n3+ years Call center management\nCreative and strategic thinker\nExcellent verbal and written communication skills\nExcellent interpersonal communication abilities\nAbility to navigate multiple systems\nSolid analytical skills and ability to interpret multiple points of data\nProficient in Excel, including pivot tables and graphs\nAbility to manage multiple people / projects simultaneously\nInnovative out of the box thinking\nWhat Do We Offer You as a Service Experts Employee?\nService Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:\nCompetitive Pay with incentive opportunities.\nPaid Time Off and Company Holiday Pay.\nMedical, Dental, and Vision Insurance programs.\n401(k) Retirement Savings Plan with company matching contributions.\nLife Insurance and disability insurance options.\nSupplemental benefit programs.\nWorld Class Training opportunities through our Experts University.\nCareer Development opportunities.\n\n• Minimum Experience: 4+ yearsMinimum Education: High School Diploma/GED\nEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.\n\n\nThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.\nService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email ","description_format":"text","description_chars":5481,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T20:49:34Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.679,"p_room":0.55,"age_days":24,"expected_fill_days":24,"reasons":["conf:2","win:tail","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/service-experts-supervisor-customer-service","json_url":"https://alion.io/job/service-experts-supervisor-customer-service.json","meta":{"generated_at":"2026-10-15T16:50:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25499,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2741391},"rest":"https://alion.io/mcp/rest/get_company?id=2741391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fservice-experts-supervisor-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fservice-experts-supervisor-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fservice-experts-supervisor-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/service-experts-supervisor-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fservice-experts-supervisor-customer-service"}]}