Contact Center Technical Customer Service Supervisor

Contact Center Technical Customer Service Supervisor

James Hardie Building Products

Location: Scranton, PA

James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.

With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities. For more information, visit www.jameshardie.com

This position is based at our Keyser Avenue production facility with a hybrid weekly schedule requiring 3 days in office.

Job Summary

The Contact Center Technical Customer Service Supervisor is a leadership position responsible for overseeing the daily operations of the Contact Center Experience Team.

• Team Supervision: Supervises a team of Contact Center Technical Customer Service Associates to ensure compliance with company and department guidelines, upholding our Company Core Values.
• Monitoring Communications: Monitors and reviews calls, chats, texts, emails, and other correspondence between associates and customers.
• Escalations: Handle and resolve irate customer and escalations as requested by your team members.
• Coverage Management: Ensures adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.
• Information Dissemination: Ensures associates are informed about changes to company products and processes.
• Data Collection and Reporting: Collects data and prepares reports on department goals, volumes, and agent performance.
• Knowledge Management: Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Process Improvement: Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
• Recruitment and Hiring: Responsible for interviewing and hiring new associates.
• Employee Coaching: Coaches all employees in the company’s customer service policies, procedures, and best practices.
• Time Management: Responsible for approving vacation, sick, and personal time and approving weekly timecards.
• Performance Evaluation: Conducts performance evaluations of assigned staff on a yearly basis.
• Performance Management: Handles all performance improvement plans, corrective actions, and termination of employees as needed and in accordance with company policy.
• Team Collaboration: Facilitates effective communication and collaboration between associates and other internal teams to ensure seamless work handoffs and alignment with departmental goals. Collaborate closely with the Contact Center Customer Service Supervisor to ensure team alignment and a smooth customer journey. Collaborate closely with the Technical Applications Customer Service team.

Experience, Education And Computer Skills

Education

• High School Diploma or GED required.
• Bachelor’s degree in business administration, communications, or a related field preferred; equivalent work experience may be considered.

Leadership & Team Management

• 3 years of experience in a customer service or call center environment, with at least 1–2 years in a supervisory or leadership role.
• Proven ability to manage and mentor a team, providing coaching, feedback, and performance evaluations.
• Experience handling performance management, including corrective actions, performance improvement plans (PIPs), and terminations.
• Strong decision-making and conflict-resolution skills for managing team dynamics and customer escalations.
• Experience in interviewing, hiring, and onboarding new employees.
• Experience managing PTO requests, scheduling approvals, and timecard reviews.
• Strong organizational skills to balance administrative tasks, team supervision, and customer interactions efficiently.

Customer Service & Escalation Handling

• Experience handling escalated customer complaints, including de-escalation techniques and problem resolution.
• Ability to communicate with irate customers professionally while upholding company policies and service standards.
• Knowledge of customer service best practices, including call monitoring, quality assurance, and coaching strategies.

Workforce & KPI Management

• Experience in scheduling, shift planning, and real-time monitoring to ensure adequate coverage.
• Experience with quality assurance (QA) monitoring, including reviewing customer interactions via calls, emails, chats, and texts.
• Ability to collect and analyze team performance data, generate reports, and present findings to leadership.
• Familiarity with customer feedback tools (e.g., CSAT, NPS) and how to use them to drive team improvements.
• Familiarity with customer service metrics (e.g., first-call resolution, average handle time, customer satisfaction scores) and how to leverage them for continuous improvement.

Building Products Experience & Understanding

• Strong and hands-on experience with building products and installation techniques.
• Strong technical aptitude and familiarity with power tools and fasteners.
• Comfortable discussing technical applications across building products and coaching others through these conversations.
• Comfortable having conversations about technical applications with contractors, builders and architects.

James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.

James Hardie will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.