Call Center Lead

West Shore Home; Harrisburg (Dauphin County); On-site; USD 46,000 - 50,000; Full time

Benefits offered by this job

Comprehensive Health Insurance options

401(k) Retirement Plan with company 4%

HSA plan with company match

Paid holidays and PTO

Employee Referral Program

Employee Discount Program

Paid training and growth opportunities

Job summary

West Shore Home seeks a Confirmation Team Lead in Mechanicsburg, PA to oversee a team of Appointment Coordinators, ensuring KPIs are met and region-specific confirmation results are accurate. This onsite role reports to the Confirmation Manager and collaborates with Inside Sales.

You will coach coordinators, drive regional KPI improvements, and coordinate with Sales leaders to optimize calendars and daily workflows across the team.

Qualifications

• Management experience in a sales-focused customer service environment.
• Passion for coaching employees to support personal and professional growth.
• Demonstrated reliability, near-perfect attendance, and good corporate citizenship.
• Knowledge of scripting, call techniques, and KPIs.

Responsibilities

• Coach and develop new Appointment Coordinators after initial new hire training.
• Maintain all performance KPI’s of specific regions, and partner with Inside Sales and regional leadership to drive sustained improvement.
• Monitor employee performance and identify improvement opportunities using call evaluation sheets.
• Partner with the local Sales Managers within your Region to maximize calendar efficiencies.
• Meet and maintain key metrics by organizing dedicated daily/weekly/monthly duties for all members of your team.

Skills

Management experience

Coaching

Reliability

Scripting knowledge

KPIs

Team leadership

Job description

Location

Mechanicsburg, PA (ONSITE)

Schedule

Monday-Friday 11:30am to 8pm, and Saturday 8:00am to 4:30pm (Guaranteed two days off!)

Who We Are

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Windows, and Doors. West Shore Home operates in over 41 locations nationwide and is home to over 3,000 employees!

Position

Confirmation Team Lead

Purpose Of Position

As a Confirmation Team Lead at West Shore Home, you will contribute to our mission of Bringing Happiness to Every Home by overseeing a team of Appointment Coordinators, ensuring key metrics and KPIs are met, and taking ownership of Confirmation results for specified regions. You will report directly to the Confirmation Manager and work closely with the Inside Sales teams.

Key Role Accountabilities

• Coach and develop new Appointment Coordinators after initial new hire training
• Maintain all performance KPI’s of specific regions, and partner with Inside Sales and regional leadership to drive sustained improvement
• Monitor employee performance and identify improvement opportunities using call evaluation sheets
• Partner with the local Sales Managers within your Region to maximize calendar efficiencies
• Meet and maintain key metrics by organizing dedicated daily/weekly/monthly duties for all members of your team

Minimum Requirements

• Management Experience in a sales-focused customer service environment
• Passion for coaching employees to support personal and professional growth
• Demonstrated reliability, near-perfect attendance, and good corporate citizenship
• Knowledge of scripting, call techniques, and KPIs

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) Retirement Plan with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Compensation

• The approximate salary range for this position is $46,000-$50,000 annually. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

Culture And Community

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation’s top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits.

West Shore Home strives to Bring Happiness to Every Home® and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference. Learn more here: https://westshorehome.com/community/

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.