Customer Engagement Supervisor - Call Center

Job Overview

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.

Highlights of your role

• 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.

You're a good fit if you have (or if you can)

• 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.

Marvin is an Equal Opportunity Employer

Marvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at [email protected].

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Compensation

$65,000 - $75,000, pay based on experience