Care Crew Lead - Remote

Duluth Trading Company; United States; Remote; USD 22,000 - 32,000; Full time

Benefits offered by this job

Daily pay available

Quality medical plan choices

Generous paid time off

9 paid holidays

40% employee discount

Job summary

Duluth Trading Company is seeking a proactive Contact Center Lead to manage day-to-day operations, guide a motivated team, and ensure service levels and customer satisfaction. This remote, full-time role emphasizes coaching, process improvement, and collaboration across departments to drive results.

You'll schedule availability from 7:00 AM to 10:00 PM, seven days a week, and participate in hiring, training, and performance analysis.

Qualifications

• Prior supervisory or team lead experience in a contact center.
• Strong leadership and ability to motivate team members.
• Excellent written/spoken communication skills.
• Customer-centric mindset focused on service excellence.
• Strong problem-solving and effective issue resolution.
• Familiarity with contact center software and tools.
• Willingness to work a 24/7 schedule including weekends/holidays.

Responsibilities

• Lead and motivate a team of customer service agents to meet service levels.
• Oversee day-to-day contact center operations and target customer satisfaction.
• Guide agents and resolve complex inquiries or issues.
• Collaborate with departments to implement process improvements.
• Design and deliver training to enhance staff skills.
• Analyze performance metrics and drive improvement plans.
• Assist in recruitment and onboarding of new team members.
• Ensure timely completion of project assignments.

Skills

Supervisory experience

Team leadership

Excellent communication

Customer-centric mindset

Problem-solving

Contact center software

Flexibility for 24/7 shifts

Tools

Contact center software

Job description

Position Overview

Contact Center Lead Wanted! Join our awesome team and be responsible for day-to-day Contact Center operations, leading a motivated team, exceeding service levels, and assisting agents and customers. Achieve department and company goals, manage projects, and hire new team members. Optimize costs, maintain quality, and enjoy the perks of a full-time remote position.

This full-time remote position requires availability to be scheduled from 7:00AM to 10:00pm, 7 days a week.

Position Details

Work Environment: Embrace the convenience of working from the comfort of your home with this exciting remote opportunity!

What You’ll Do:

• Lead and motivate a team of passionate customer service agents, fostering a positive and collaborative work culture.


• Oversee day-to-day contact center operations, ensuring exceptional service levels and exceeding customer satisfaction targets.


• Provide guidance and support to agents, resolving complex customer inquiries or issues effectively.


• Collaborate with various departments to implement process improvements, enhancing overall efficiency.


• Design and implement training programs to enhance the skills of our contact center staff.


• Analyze performance metrics and identify opportunities for improvement, implementing actionable plans.


• Assist in the recruitment and onboarding of new team members, both seasonal and non-seasonal.


• Ensure timely completion of project assignments and non-call-related tasks

What We’re Looking For:

• Prior experience in a supervisory or team lead role within a contact center environment.


• Strong leadership skills, capable of motivating and guiding team members.


• Excellent communication and interpersonal abilities.


• A customer-centric mindset with a genuine passion for delivering exceptional service.


• Proven problem-solving skills and a solution-oriented approach.


• Familiarity with contact center software and tools.


• Flexibility to work in a 24/7 environment, including weekends and holidays.

Position Benefits and Perks

Daily pay available

Quality medical plan choices

Generous paid time off

Enjoy 9 paid holidays

Get a fantastic 40% employee discount

Pay: $19.50/hr+ DOE

Compensation is based on several factors including but not limited to education, work experience, certifications, etc.

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. Duluth Trading Company is an equal opportunity employer.

About Duluth Trading Company

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.

From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life.

Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that’s hellbent on helping the world to gear up, get its hands dirty, and do.