Supervisor, Consumer Support

Job description

Who We Are Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us. What Drives Success: We’re seeking a Contact Center Supervisor to lead daily operations in a high‑volume customer support environment. This role manages agent performance, resolves escalations, and partners across the business to improve processes and customer experience. Responsibilities: - Supervise, coach, and develop a team of contact center agents - Manage daily operations, real‑time queue performance, and service levels - Own key KPIs including ACW, QA, AHT, FCR, and Customer Charter metrics - Handle supervisor‑level, executive‑level, and legal escalations - Support hiring, onboarding, and training initiatives - Collabo...