Call Center Team Lead:Day/Evening Shifts & Rotating Weekends

Reliable Heating & Air; Kennesaw (GA); On-site; USD 42,000 - 65,000; Full time

Job summary

Reliable Heating & Air in Kennesaw, GA is seeking a Call Center Team Lead to guide the Customer Service team. You will coach CSRs, monitor KPIs, and partner with the Call Center Manager to improve processes and training.

The role requires a HS diploma or GED, call center leadership experience, and proficiency in Microsoft Office. The schedule includes weekdays and rotating weekends, with day and evening shifts.

Qualifications

• HS diploma or GED required.
• Experience leading, coaching or training a CSR team.
• Experience coaching CSRs to meet performance metrics.
• Experience with evaluating calls and QA for quality.
• Strong proficiency in Microsoft Office and data handling.

Responsibilities

• Lead and coach Customer Service Representatives to meet KPIs.
• Oversee call flow management and workload distribution.
• Partner with Call Center Manager on training and development.
• Monitor performance and provide mentoring to staff.
• Handle escalations and communicate status to customers.

Skills

Coaching

Call Center

MS Office

Analytical skills

Service Titan

Education

HS diploma or GED

Tools

Microsoft Office

Service Titan

Job description

Reliable Heating & Air in Kennesaw, GA is seeking a Call Center Team Lead to guide the Customer Service team. You will coach CSRs, monitor KPIs, and partner with the Call Center Manager to improve processes and training.

The role requires a HS diploma or GED, call center leadership experience, and proficiency in Microsoft Office. The schedule includes weekdays and rotating weekends, with day and evening shifts.