POSITION SUMMARY
The Operations Supervisor is responsible for overseeing the daily workflow, reporting, process discipline, and operational consistency of the Account Management team. This role serves as an in-house leadership role focused on metrics, accountability, CRM integrity, follow-up standards, and cross-functional coordination. The Operations Supervisor ensures team activity is organized, measurable, timely, and aligned with company expectations so leadership has clear visibility and the department runs efficiently.
This is an administrative and operational oversight role designed to improve team discipline, reporting visibility, process consistency and accountability across the Account Management Department.
RESPONSIBILITIES
Daily Floor Operations Leadership:
- Manage the daily coverage schedule for all support roles
- Ensure phone queues are staffed and calls are answered in a timely manner
- Monitor real-time technician support requests and reassign workload during volume spikes
- Maintain queue coverage during breaks and shift changes
- Act as the first escalation point for technicians needing support
Lead & Opportunity Accountability:
- Monitor Service Lead Tracker activity and verify all technician-generated opportunities are documented
- Ensure follow-ups are assigned, executed, and not lost in workflow
- Track open estimates and pending recommendations
- Audit opportunity resolution codes and lead progression through the sales process
Phone Queue & Technician Support Management:
- Monitor tech support hotline performance and queue health
- Assign call types to the correct specialist or support channel
- Track queue performance metrics and handle escalations requiring higher-level support
Documentation & CRM Compliance:
- Audit daily F9 notes documentation and recorded-call compliance
- Ensure all customer interactions are documented
- Confirm every active item has a next step, owner, and timeline
- Review estimate documentation and approvals for completeness
Performance Monitoring & Coaching:
- Conduct call reviews and coaching sessions
- Review sales performance metrics and opportunity outcomes
- Identify skill gaps and training needs
- Lead daily standups and team huddles
Escalation Management:
- Resolve technician pricing questions and support repair-vs-replace decisions
- Handle customer complaint escalations and coordinate with service managers when needed
- Ensure technicians leave homes with a clear resolution whenever possible
Workflow and Process Management:
- Enforce company SOPs and identify workflow inefficiencies
- Maintain queue performance standards
- Coordinate with dispatch, customer service, and operations
- Improve internal communication between departments
QUALIFICATIONS
- 3+ years of experience in account management support, operations, sales support, customer service administration, or a similar role
- Prior supervisory or team leadership experience preferred
- Strong working knowledge of CRM systems, reporting tools, and operational dashboards
- Highly organized with the ability to prioritize, enforce standards, and manage multiple moving parts at once
- Strong communication skills with a leadership style rooted in accountability, consistency, and follow-through
