Call Center Team Lead: Coaching & Operations Champion

Reliable Heating & Air, Inc.; Kennesaw (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

Reliable Heating & Air, Inc. is seeking a Call Center Team Lead to guide the Customer Service Representatives, coach performance, and ensure service levels across channels. You will partner with the Call Center Manager to optimize workflows and training, driving a high-performing team.

The schedule includes day, evening and rotating weekends, with shift details above, and you will mentor staff, handle escalations, and promote a customer-centric culture throughout the call center.

Qualifications

• HS diploma or GED required.
• Experience leading or coaching a CSR team in a call center.
• Experience coaching CSRs to meet performance metrics.
• Experience with Service Titan is a strong asset.

Responsibilities

• Lead and develop Customer Service Representatives to achieve KPIs.
• Coach and mentor team members and oversee call center operations.
• Coordinate with Call Center Manager on training and processes.

Skills

Leadership

Customer service

Training

Communication

Problem solving

Multi-tasking

Attention to detail

Data analysis

Education

HS diploma or GED

Tools

Service Titan

Microsoft Office

Job description

Reliable Heating & Air, Inc. is seeking a Call Center Team Lead to guide the Customer Service Representatives, coach performance, and ensure service levels across channels. You will partner with the Call Center Manager to optimize workflows and training, driving a high-performing team.

The schedule includes day, evening and rotating weekends, with shift details above, and you will mentor staff, handle escalations, and promote a customer-centric culture throughout the call center.