Inbound Team Lead: Coach & Elevate Customer Experience

Ken Garff Automotive Group; Draper (UT); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Paid time off

401(k)

Medical insurance

Dental insurance

Vision insurance

Disability coverage

AD&D insurance

Wellness program

Counseling services

Training opportunities

Job summary

Ken Garff Listening Center is seeking an Inbound Team Lead who will coach and develop a team of 12–18 agents to deliver world-class customer service in a fast-paced environment. This on-site role requires strong communication, leadership, and operational oversight to ensure quality and productivity.

The position includes coaching, performance reviews, timecard/reports validation, and collaboration with Operations leadership to resolve escalations and maintain service levels.

Qualifications

• Must be at least 18 years old and authorized to work in the United States.
• High school diploma or GED required; associate degree or equivalent preferred.
• At least two years of call center or customer service experience required.
• At least two years of leadership, management, or supervisory experience in a customer service environment required.

Responsibilities

• Lead and support a team of approximately 12–18 contact center agents.
• Provide ongoing coaching, training, feedback, and product information to agents.
• Monitor live calls, review recordings, and analyze performance data to identify coaching opportunities.
• Conduct regular one-on-one coaching sessions, team meetings, and performance discussions.
• Complete annual performance reviews for direct reports.
• Address employee performance and conduct concerns and issue corrective action when appropriate.
• Participate in interviewing, hiring, and onboarding of new employees.
• Maintain knowledge of company systems, policies, and client requirements.

Skills

Leadership

Coaching

Communication

Customer Service

Time Management

Education

High school diploma or GED

Associate degree or equivalent

Tools

Microsoft Office

Job description

Ken Garff Listening Center is seeking an Inbound Team Lead who will coach and develop a team of 12–18 agents to deliver world-class customer service in a fast-paced environment. This on-site role requires strong communication, leadership, and operational oversight to ensure quality and productivity.

The position includes coaching, performance reviews, timecard/reports validation, and collaboration with Operations leadership to resolve escalations and maintain service levels.