Call Center Manager

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences. What We Offer Competitive salary: $50,000–$65,000 Weekly pay Paid Time Off Comprehensive medical, dental, and vision insurance 401(k) with 4% company match Life insurance, short-term and long-term disability, and hospital indemnity coverage Employee furniture discounts Extensive training and professional development opportunities Career advancement opportunities within a growing company Position Summary The Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution. Core Knowledge & Qualifications Strong understanding of call center operations and workflow management Knowledge of how call center functions impact overall business performance Furniture industry knowledge and repair terminology preferred Ability to build relationships and collaborate with leadership and cross-functional teams Strong analytical, organizational, and communication skills Key Responsibilities Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives Monitor call center activity, including agent availability, hold times, escalations, and scheduling Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments Handle Level 3 customer escalations using established de-escalation procedures Conduct team huddles, refresher training, and product training sessions Accurately perform all operational functions within the call center Complete required reports and operational documentation Communicate personnel, workflow, morale, or process concerns to the Call Center Manager Participate in leadership meetings, quality assurance reviews, and process improvement initiatives Provide immediate coaching and corrective feedback when necessary Mentor Level 2 team members in preparation for future leadership opportunities Remain available to support staff throughout operating hours Perform additional duties as assigned