Top 3 Call center manager Jobs in Fredericksburg, Va

Call Center Manager
Ashley —Fredericksburg, VA
- $50,000 - $65,000 a year
- Full-time
- Microsoft Outlook
- Research
- Mid-level
- Disability insurance
- Health insurance
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Call Center Manager

Ashley -
Fredericksburg, VA

Quick Apply

Job Details

Full-time
$50,000 - $65,000 a year

Benefits

Disability insurance
Health insurance
Dental insurance
Paid time off
401(k) 4% Match
Vision insurance
401(k) matching
Opportunities for advancement
Life insurance

Qualifications

Optimizing workflow processes
Team supervision
Managing teams in a customer support role
Workflow management (operations management method)
Operations coordination
Coaching
Staff scheduling
Employee relationship building
Team scheduling
De-escalation techniques
Conflict de-escalation
Frontline customer support management
Performance management
Disciplinary action management
Team development
Customer engagement
Leading team collaboration initiatives
Task assignment
Call center management
Continuous process improvement (CPI)
Team motivation (leadership skill)
Staffing management
Cross-functional communication

Full Job Description

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

Required Skills & Competencies

Leadership & Supervision

Ability to lead, motivate, and coach a team in a positive and professional manner
Skilled in providing real-time operational guidance and support
Leads by example while fostering a collaborative and growth-oriented environment

Customer Service & Conflict Resolution

Strong customer service background with the ability to professionally manage escalated customer concerns
Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction

Communication

Excellent verbal and written communication skills
Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership

Time Management & Organization

Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment
Strong attention to detail and ability to adapt quickly to changing business needs

Continuous Improvement

Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements

Technology Skills

Basic knowledge of, or ability to learn:

Microsoft Office Suite and Microsoft 365
SharePoint, Outlook, and Teams
RingCentral and RingCX
Paycom, iConnect, and Storis

Authority & Decision-Making

Act on behalf of the Call Center Manager during manager absences for customer-related concerns
Provide immediate operational coaching and guidance to staff
Deliver verbal warnings in coordination with the Call Center Manager
Adjust call center schedules as needed to maintain adequate coverage

T&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.

If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications.

Quick Apply

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call center manager jobs in fredericksburg, va