Supervisor, Contact Center - Sales

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heaters, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Contact Center Supervisor will play a pivotal role in guiding our internal agents to elevate the customer experience. The responsibility includes, but is not limited to, monitoring and executing customer service, quality and sales to meet company and partner goals. Contact Center Supervisors also champion new initiatives, drive continuous improvement, and help build teams that not only deliver on results, but also serve as a talent bench for the organization. This role is about more than metrics – it’s about fostering a culture of care, coaching agents to excel, and ensuring every customer interaction reflects our commitment to best-in-class service.

This position is based in our Chicagoland office of Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required.

Job Duties/Responsibilities

• Lead & Develop: Educate, motivate, and coach agents to achieve quality and sales targets by providing product knowledge, sales knowledge, and support for all customer inquiries. Host regular team huddles and coaching sessions to provide positive and constructive feedback, aimed at enhancing performance and elevating customer experience standards. Your performance will be specifically measured by your team’s ability to meet the following metrics:
• Sales Conversion
• Net Plan Conversion
• CSAT
• Schedule Adherence
• Leverage Data to Drive Decisions: Use data to guide coaching and team decisions, leading to better agent performance and increased customer satisfaction.
• Cultivate Positive Relationships: Create an engaging, collaborative, and professional work environment in which all contact center agents have clear goals, are inspired to deliver their best work individually and as a team and have a clear understanding of companywide goals.
• Reinforce Department Goals, Policies and Performance Standards: Ensure all agents understand relevant policies and departmental processes (i.e. attendance, schedule adherence, sales conversion goals, etc.)
• Collaborate with Cross-functional Teams: Work alongside other departments (i.e. H/R, Workforce Management, etc.) to maintain seamless communication and ensure all agent or customer issues are resolved timely and effectively. Must be able to assimilate and coordinate various pieces of information to accurately assess the situation, identify the underlying problem, and guide others towards a potential solution.
• Participate in Hiring: Collaborate with talent acquisition partner throughout the sourcing, screening, and hiring process to help build a team of talented, service-oriented agents.
• Reflect Our Core Values: Lead by example; consistently act and make decisions that align with our core values, including, but not limited to maintaining composure during high stress situations and providing a voice of reason to peers and direct reports.
  
  

We're Excited if This is You!

Experience And Qualifications Of The Role

• 2 years of experience in customer service, inside sales or call center environment, with at least 1 year in a supervisory role and demonstrated leadership ability
• Familiarity with contact center KPI’s, staffing, and performance management (preferred, but not required)
• Experience working in an action-oriented, competitive business environment with high volume sales transactions
• Expert problem solver. Able to stay calm under pressure, takes ownership, and drives issues to completion.
• Strong attention to detail. Completes work accurately and thoroughly.
• Well organized and capable of prioritizing daily tasks to meet changing customer and business needs.
• Excellent verbal and written communication skills. Communication is clear and easy to understand; understands others expressed and implied needs.
• Team player. Shows commitment to team objectives by offering to assist colleagues during downtime. Shares knowledge, information, and resources with the team.
• Show initiative and takes ownership of development. Demonstrates curiosity, recognizes and reacts to trends in their work, and seeks opportunities to further their understanding of the business.
• Able to remain positive in a fast-paced environment by remaining respectful, cooperative, and approachable.
• Able to facilitate crucial conversations with team members to address performance issues and foster a culture of open communication and feedback.
• Exhibits excellent time management skills by effectively meeting deadlines in a fast-paced work environment.
• Able to demonstrate agility and strong sense of urgency by quickly adapting to shifting priorities.
• Able to thoroughly assess situation and think outside the box.
  
  

Computer Skills Needed To Perform This Job

• Proficiency in Microsoft and Google Suites
• Strong Excel skills required.
• ERP and CRM software experience required.
  
  

Education

• High school diploma required; bachelor’s degree preferred
  
  

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
  
  

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well being.  The base pay for this position is $53,000-$84,000 salary. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Competencies

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Problem Solving: Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.