Supervisor, Contact Center

Service Center CSCS TX Key Responsibilities Manage a team of contact center agents to achieve performance and conversion targets Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management Utilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities Leverage Agent Assist tools to improve real-time agent performance and accuracy Conduct KPI-focused one-on-ones and performance reviews Develop action plans for underperforming agents and recognize high performers Analyze dashboards and reporting data to identify trends and conversion opportunities Partner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90% Lead performance huddles focused on daily targets and motivational strategies Increase retention and reduce churn through effective save strategies and objection handling Success Profile Data-driven leader with strong analytical skills Proven record of improving conversion and revenue metrics Experienced in using modern contact center technology to enhance performance Strong coaching mindset with measurable performance improvement results

Required Qualifications:

Bachelor's degree or equivalent experience 3+ years of contact center experience, with at least 1 year in a supervisory role Proven experience improving conversion rates and team performance Experience using modern contact center systems (Auto QA, Agent Assist, CRM , WFM platforms) Use of NICE or ZOOM CCaaS preferred Strong leadership, coaching, and performance management skills Excellent analytical and reporting abilities Strong communication and interpersonal skills Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions. About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact legal@calibercollision.com.