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Call Center Supervisor
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Power Energy Solutions
Blackwood, NJ (In Person)
$60,000 Salary, Full-Time
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Job Description
Power Energy Solutions is seeking an experienced Call Center Supervisor to lead and manage our appointment setting team in a fast-paced residential solar environment. We are building an elite call center operation focused on high-quality appointments, exceptional homeowner experience, accountability, and performance. This role is ideal for a leader who thrives in production environments, understands outbound appointment setting, and can coach teams to higher conversion rates. This is a hands-on leadership position responsible for team performance, KPIs, reporting, coaching, quality assurance, and daily production management. The ideal candidate leads from the floor, drives results, and builds winning teams. Responsibilities Team Leadership & Coaching Supervise and coach appointment setters daily
- Conduct daily production meetings and team huddles
- Monitor call activity, appointment quality, and team performance
- Coach and develop representatives through call reviews and live coaching
- Implement performance improvement plans when necessary
- Build a culture of accountability, energy, and continuous improvement KPI & Performance Management Responsible for managing and improving: Set to Confirm Rate
- Confirm to Sit Rate
- Overall Sit Rate
- Appointments Per Representative
- Contact Rate
- Daily Production Metrics
- Conversion Metrics Daily expectations include: Monitoring individual and team production
- Tracking KPIs and reporting performance
- Coaching underperforming reps
- Reviewing call recordings and quality assurance Operations & Systems Management Oversee daily call center operations
- Ensure CRM accuracy and proper dispositions
- Manage appointment pipeline flow
- Coordinate with confirmation and sales teams
- Reduce no-shows and improve appointment quality
- Audit dialer performance and rep activity
- Maintain reporting and dashboards
Reporting Responsibilities Daily Reporting:
Calls Made- Contacts Reached
- Appointments Set
- Confirmations
- Sit Rates
Team Production Metrics Weekly Reporting:
KPI Trends- Rep Scorecards
- Coaching Plans
- Department Performance Reviews
- Recommendations for improvement
Qualifications Required:
Minimum 3 years leadership experience managing call center teams, appointment setters, or outbound sales teams Experience in one or more preferred industries: Solar- Home Improvement
- Roofing
- HVAC
- Energy
Home Services Required Skills:
KPI Management- Team Coaching & Development
- Performance Management
- Appointment Setting Operations
- Call Quality Reviews
- CRM Management
Reporting & Analytics Preferred Platform Experience:
Go High Level (GHL)- CallTools
- JustCall
- Predictive Dialers
- CRM /