Customer Engagement Supervisor - Call Center

Infinity Replacement by Marvin is our dedicated replacement window and door business where we bring Marvin’s legacy of quality directly to homeowners.

Through a direct-to-consumer model, we deliver premium fiberglass products, personalized in-home consultations, and professional installation—making the window replacement process simple, seamless, and satisfying.

As a Customer Engagement Supervisor, you will play a critical leadership role in shaping the customer journey from the very first interaction.

You will lead, coach, and develop a team of Customer Engagement Representatives, ensuring exceptional service, operational excellence, and a consistently positive experience for every homeowner.

This role is ideal for a people-focused leader who is passionate about team development, customer satisfaction, and driving results.

• Lead, coach, and develop a team of Customer Engagement Representatives to deliver an exceptional customer experience and achieve performance goals.
• Oversee daily contact center operations, ensuring leads, appointments, and customer interactions are managed accurately and efficiently.
• Monitor team and departmental performance, using metrics, quality reviews, and reporting to drive continuous improvement.
• Conduct regular coaching sessions, one-on-ones, team meetings, and performance reviews to support employee growth and accountability.
• Partner with Department Leads and leadership to improve processes, enhance lead quality, and drive operational excellence.
• Manage customer escalations, support team communications, and ensure timely resolution of customer concerns.
• Support hiring, onboarding, and ongoing team development while adapting to evolving business and department needs.
• Participate in a rotating leadership schedule that includes evening and weekend coverage.

This position will require you to be on-site in the Eagan office.

• 3-5 years of leadership experience in a call center or customer engagement environment.
• Experience coaching, developing, and managing both team members and leaders.
• Strong leadership skills with a proven ability to motivate, mentor, and empower high-performing teams.
• Experience utilizing data, reporting, and KPIs to drive performance and accountability.
• Proficiency with Salesforce, Tableau, Excel, and PowerPoint.
• Excellent communication, organizational, and problem-solving skills.