Call Center Supervisor

Call Center Supervisor

Location: Tulsa, Oklahoma

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable - just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package - our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

About this role

The Call Center Supervisor is responsible for overseeing the Total Customer Connect (TCC) Tulsa Call Center. This position will oversee the daily activities of the Call Center Agents and ensure the team meets established productivity, quality, and customer service expectations. This position provides hands-on leadership, monitors employee performance, conducts call reviews, provides coaching, and assists with customer escalations. The Supervisor works closely with the management team to keep daily operations running smoothly and ensure employees follow company and dealership procedures.

Essential Duties and Responsibilities

• Supervise and oversee the daily activities of Call Center Agents, including an active presence on the call center floor to answer questions, provide guidance, and address issues as they arise.
• Monitor & communicate team performance to ensure productivity, call quality, attendance, and customer service goals are being met.
• Provide coaching and constructive feedback to address performance concerns and improve employee/team results.
• Assist agents with difficult customer interactions, dealership requests, and escalated calls when additional support is needed.
• Work with leadership to identify employee development needs and coordinate additional training when necessary.
• Support employees and ensure they understand company procedures, call center systems, and dealership requirements.
• Prepare/Document coaching sessions, reports, evaluations, and employee improvement plans.
• Communicate staffing concerns, system issues, customer complaints, and operational problems to management.
• Promote teamwork, accountability, professionalism, and a positive work environment.
• Handle inbound/outbound calls periodically to maintain familiarity with agent responsibilities and daily call center operations.

Skills and Competencies

• Leadership and Training & Development
• Customer Service and Conflict Resolution
• Call Monitoring and Quality Assurance
• Performance Management and Accountability
• Time Management
• Strong Verbal and Written Communication
• Problem-Solving and Critical Thinking
• Reporting and Performance Analysis

Travel Requirement: Less than 5%

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

Physical Demands

• This role is 100% in-office and not eligible for remote work.
• Ability to sit for extended periods while performing job duties.
• Ability to view a computer screen and use a telephone headset for prolonged periods.
• Ability to communicate effectively and actively listen during frequent customer interactions.
• Ability to use standard office equipment, including computers, keyboards, and telephones, on a repetitive basis.

Qualifications

Qualifications and Requirements

• High school diploma or equivalent required; additional education is preferred.
• Minimum of 2 years' experience in a call center environment.
• Minimum of 1 year previous supervisory or team leadership experience in a call center preferred.
• Strong leadership, communication, and interpersonal skills.
• Ability to coach employees, address performance concerns, and hold team members accountable.
• Strong problem-solving, organizational, and decision-making abilities.
• Proficiency with call center systems, CRM software, and Microsoft Office applications.

Work Environment

This position operates in a call center environment and requires regular interaction with employees, customers, dealerships, and management. The Supervisor is expected to maintain an active presence on the call center floor and be available to assist employees throughout the workday. Occasional schedule flexibility may be required based on business needs.

Additional Information:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Employment may be contingent upon a background check in accordance with applicable laws

Performance Expectations

The Call Center Supervisor is expected to lead by example, maintain consistent performance standards, and ensure agents understand and meet their daily responsibilities. Success in this position requires regular call monitoring, timely coaching, accurate reporting, and follow-through on employee performance. The Supervisor must be able to identify problems, address them appropriately, and keep management informed of the team's progress and any concerns affecting daily operations

Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.