Call Center Team Lead

Reliable Heating & Air; Kennesaw (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

Reliable Heating & Air is seeking a Call Center Team Lead to manage and coach a team of Customer Service Representatives on-site in Kennesaw, GA. You will drive performance, oversee call flows, and partner with management to reach service and sales goals.

The role requires strong leadership, coaching, and analytical skills, with experience in a call center environment and familiarity with Service Titan. Night and weekend availability is required.

Qualifications

• Experience leading sales-oriented CSR teams.
• Ability to coach to improve CSR performance.
• Experience delivering customer-excellence training and coaching sessions.

Responsibilities

• Lead and coach a team of Customer Service Representatives to exceed KPIs.
• Manage call flows, coverage, and scheduling to meet service levels.
• Monitor calls and provide feedback to ensure quality and sales targets.
• Generate regular reports on performance and share insights with management.
• Collaborate with managers to align action plans and growth.
• On-site leadership role requiring availability nights and weekends.

Skills

Sales oriented

Coaching

Call Center

Leadership

Performance metrics

Training

Tools

Service Titan

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Team Lead

Full Time Clerical KENNESAW, Kennesaw, GA, US

Summary

The position of Call Center Team Lead will provide the next level of support, supporting the team daily. Reporting to the Call Center Manager, this individual is responsible for coaching a team of Customer Service Representatives to exceed performance metrics in place. The Team Lead will assist the Call Center Manager with managing call flows, call volumes, efficient call handling process, and training and development.

THIS POSITION IS 100% ON SITE AT OUR KENNESAW, GA LOCATION

Essential Functions

• Operate as knowledge expert for Reliable Heating & Air products and services to assist CSRs with complex customer requests and escalations.
• Oversee floor coverage andmonitor attendance and report to the Manager any areas that fall outside of established attendance protocols.
• Call monitoring through dial in or sit–ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and Call Excellence Focus Pillars.
• Conducts call quality monitoring and evaluations of CSRs performance by following the call quality model and rating guide to ensure quality metrics and standards are met and/or can identify the areas of opportunity where improvement can be achieved that will improve customer NPS (Net Promoter Score).
• Strong record keeping skills on customer experience and sales metrics.
• Call monitoring through dial in or sit–ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and our Guiding Principles.
• Provides multiple touch points through coaching sessions, huddles, team meetings to CSRs to close knowledge gaps, develop skills and continually grow performance.
• Collaboratively working with department Managers to ensure CSRs action plans, goals and performance are aligned. Evaluates, records, and keeps track of all call quality and performance metrics for each.
• Details action plans and consistently follows up to ensure the CSR is improving their performance. Provides weekly/monthly CSR/team reports summarizing findings and recommendations to the management team.
• Generates weekly/monthly call quality reports for the Management Team.
• Develops refresher presentations/job aids to present in team huddles to consistently drive performance metrics.
• Provides input and assists with developing additional training or policy and procedure changes required to enhance service productivity and CSR performance.
• Provides coaching, advice and guidance based on call quality findings and delivers performance feedback to CSRs as outlined in the Call Quality guide policies and procedures.
• Provide coaching, advice and guidance to Customer Care Specialist Retention and Resolution and review their calls and buyouts, emails, and text, etc.
• Assisting with, or delivering, if necessary, new training and ongoing training when it is needed.
• Participates in meetings or other designated special projects as assigned by department management.
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Additional operational tasks as assigned.
• Other duties as assigned by Management.
• Schedule: Must be available to work nights and weekends on a rotating basis to service emergency needs of our customers

Qualifications

• Preferred previous experience leading, coaching or training a SALES ORIENTED customer representative team (preferably within a Call Center environment).
• Previous experience coaching to develop and increase CSR performance to achieve company objectives.
• Experience facilitating customer excellence training and providing coaching sessions in a classroom/virtual setting.
• Experience with evaluating calls and coaching CSRs to exceed customer quality standards, sales, and performance metrics.
• High energy, positive attitude, and ability to work in a fast paced, changing environment.
• Creative with coaching, supporting teams/team members in a customer focused, sales driven environment.
• The individual needs to be passionate about providing exceptional customer service, resolving problems, identifying root causes and continuous improvement ideas and being able to grow these values within others.
• Strong proficiency in Microsoft Office – Outlook, Excel, and PowerPoint
• Excellent analytical and problem-solving skills.
• Eye for attention to detail, and ability to multi-task and handle high volumes.
• Experience in an HVAC coaching role is considered a strong asset.
• Experience with Service Titan is considered a strong asset.

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.