Supervisor, Contact Center (Retail)

TL;DR

Supervisor, Contact Center (Retail): Leading and developing a team of associates to provide exceptional customer support through phone and email with an accent on performance coaching, operational execution, and issue resolution. Focus on driving team accountability, managing staffing levels, and ensuring high-quality service standards in a fast-paced retail environment.

Location: Must be based in the United States

Salary: $61,800 – $92,700

Company

A national tool retailer with over 1,600 stores across the US, offering a wide range of tools and accessories with a focus on quality and value.

What you will do

• Lead, coach, and develop direct reports to build a culture of accountability and ownership.
• Conduct weekly call and email audits to ensure service quality and adherence to standards.
• Manage team performance, including training, development, and corrective feedback.
• Monitor staffing levels and adjust assignments to meet call and email volume demands.
• Handle customer escalations and resolve complex issues with professional judgment.
• Champion continuous improvement projects and provide backup support during high-volume periods.

Requirements

• 5+ years of experience in Customer Service, Retail, or Hospitality.
• Must be based in the United States.
• Intermediate computer skills, including proficiency in MS Office (Excel, Word).
• Ability to work a flexible schedule, including weekends and holidays.
• Home workspace setup with high-speed internet (1GB or greater required).
• Ability to type at least 35 words per minute and lift up to 15 lbs.

Nice to have

• Bachelor’s or Associate’s degree.

Culture & Benefits

• Comprehensive benefits including medical, dental, vision, and life insurance.
• Short-term and long-term disability coverage.
• 401k plan enrollment eligibility.
• Generous paid time off (up to 200 hours per year) and paid sick time.
• Monthly internet allowance to support remote work requirements.
• Annual discretionary bonus eligibility.