Contact Center Shift Lead: Real-Time Coaching & Ops

Dilling: Heating, Cooling, Plumbing & Electrical; Charlotte (NC); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Full benefits

Career development

PTO

Job summary

Dilling: Heating, Cooling, Plumbing & Electrical seeks a Contact Center Shift Lead to coach a customer experience team across HVAC, plumbing, electrical and generator brands. You’ll manage real-time staffing, escalation, and performance, ensuring smooth shift operations and cross-brand consistency.

The role emphasizes coaching, live monitoring of KPIs, and collaboration with dispatch and IT to keep systems functioning.

Responsibilities

• Manage real-time staffing during the shift — approve breaks, cover call gaps, and reassign agent duties.
• Monitor adherence to schedule (agents logged in, on queue, not stuck in after-call work).
• Ensure e-support activations are handled before shift close.
• Serve as the first escalation point for agents needing help mid-call.
• Cross-brand and cross-trade coordination to route calls correctly.
• Surge management to support seasonal demand and weather-related surges.
• Lead brief shift huddles to communicate updates.

Job description

Dilling: Heating, Cooling, Plumbing & Electrical seeks a Contact Center Shift Lead to coach a customer experience team across HVAC, plumbing, electrical and generator brands. You’ll manage real-time staffing, escalation, and performance, ensuring smooth shift operations and cross-brand consistency.

The role emphasizes coaching, live monitoring of KPIs, and collaboration with dispatch and IT to keep systems functioning.