Call Center Team Lead

Bath Fitter San Diego & Palm Springs; El Cajon (CA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Health insurance

PTO

401K Retirement savings plan

Company-provided training

Performance bonuses

Cell Phone Allowance

Job summary

Bath Fitter San Diego is seeking an experienced Call Center Team Lead to manage and coach an in-house call center in El Cajon, CA. The role is 80–100% in-office, with a hands-on leadership approach to improve appointment setting and lead conversion.

You will coach the team, analyze performance data, and collaborate with internal teams to optimize workflows. On-site work, growth opportunities, and bonuses are included.

Qualifications

• Experienced in call center operations or high-volume customer service.
• Proven leadership and team coaching ability.
• Tech-savvy with CRM platforms and data analysis tools.

Responsibilities

• Lead an in-house call center team and coaching.
• Handle inbound/outbound calls to schedule appointments and follow up on leads.
• Monitor KPIs and generate reports to guide decisions.
• Ensure accurate CRM data entry and use digital tools effectively.

Skills

Leadership

Coaching

CRM proficiency

Data analysis

Multitasking

Tools

CRM software

Reporting tools

Job description

Call Center Team Lead – Bath Remodeling Industry

El Cajon, CA (On-Site) | $28–$32/hour + Performance Bonuses | Full-Time | Growth Opportunity | Immediate Start

Bath Fitter San Diego is looking for an experienced and tech-savvy Call Center Team Lead to join our high-performing in-house team. If you’re passionate about leadership, coaching, and driving results in a fast-paced environment, this is your opportunity to make a direct impact in the home improvement space.

About Us:

Bath Fitter is a leader in bath and shower remodeling. Our San Diego team is a high-volume, fast-paced operation with a strong focus on quality service and customer experience. We invest heavily in lead generation and take pride in delivering top-tier service to homeowners across Southern California.

About the Role:

As our Call Center Team Lead, you will be both a hands-on contributor and a team coach. This is not a behind-the-scenes management role — you’ll be actively engaging with customers, coaching your team, and using data to fine-tune performance. You’ll be a key player in enhancing how we handle leads, set appointments, and deliver exceptional service.

What You’ll Do:

• Lead and support an in-house call center team
• Handle inbound and outbound calls to schedule appointments and follow up on leads
• Provide ongoing coaching and performance feedback to team members
• Monitor KPIs and team metrics to identify trends and improve performance
• Generate, update, and analyze reports to guide decisions
• Collaborate with internal teams and affiliates to drive lead quality and conversion
• Optimize team workflows and contribute to process improvements
• Ensure accurate CRM data entry and use digital tools effectively
• Uphold high standards for professionalism, customer care, and results

Requirements:

• Experienced in call center operations, ideally in home improvement, retail services, or appointment-based businesses
• A confident leader with a supervisory background
• Tech-savvy: comfortable with CRM platforms, data analysis, and digital communication tools
• Skilled in coaching, motivating, and holding others accountable
• Organized, detail-oriented, and capable of managing multiple priorities
• Proactive, dependable, and excited about growing with a company
• Flexible and ready to roll up your sleeves: you’ll be doing the work, not just overseeing it

Work Location:

• In-Office | El Cajon, CA
• This role requires 80–100% in-office presence
• Hybrid work may be possible after team growth and ramp-up

Compensation & Benefits:

• $28–$32/hour, based on experience
• Performance-based bonuses
• Opportunity for growth and promotion
• Work in a respected and well-known home improvement franchise with high marketing investment
• Health insurance
• Paid time off (PTO)
• 401K Retirement savings plan
• Company-provided and training
• Performance incentives and bonuses available
• Cell Phone Allowance