Call Center Team Lead - Sales

Call Center Team Lead
Kennesaw, GA (On-site)
$45K - $55K plus bonus
Health, Dental, Vision, 401K
Schedule: M- F 9 AM - 6 PM with rotating weekends. Once trained, schedule will shift to M-F 12 PM - 9 PM with rotating weekends. (2 days off on weekdays when working weekend shift).

Summary
The Call Center Team Lead supports daily operations by coaching and developing Customer Service Representatives (CSRs) to exceed performance goals. This role partners with the Call Center Manager to manage call flows, ensure service quality, and enhance team performance through coaching and training.

Responsibilities

• Serve as the primary resource for products, services, and complex customer requests.

• Monitor attendance, floor coverage, and call performance.

• Conduct call quality reviews and provide feedback to improve customer satisfaction and team metrics.

• Lead coaching sessions, huddles, and meetings to drive continuous improvement.

• Track CSR performance metrics, generate reports, and present findings to management.

• Develop refresher training materials and assist with policy or process updates.

• Provide coaching and support to Retention and Resolution Specialists.

• Participate in meetings, training sessions, and assigned projects.

• Must be available to work nights and weekends on a rotating schedule to meet customer needs.

Qualifications

• Previous experience leading, coaching, or training a customer service team, preferably in a call center environment.

• Proven ability to develop, train, and motivate employees to achieve goals.

• Strong verbal and written communication skills.

• High energy and adaptability in a fast-paced environment.

• Proficient in Microsoft Outlook, Excel, and PowerPoint.

• Excellent attention to detail and problem-solving skills.

• Experience in HVAC or with ServiceTitan software is a strong plus.

Benefits

• Competitive salary with bonus opportunities.

• Health, Dental, Vision, and 401K benefits.

• Supportive, growth-oriented work environment.