Inbound Team Lead - Ken Garff Listening Center

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

Inbound Team Lead

The Ken Garff Listening Center is seeking a customer-focused and motivated Inbound Team Lead to join our team. At the Listening Center, we believe in creating a supportive, engaging workplace where employees feel valued and have opportunities to grow. The Inbound Team Lead plays an important leadership role by coaching, developing, and supporting our agents as they deliver a world-class customer experience. The ideal candidate is a confident communicator, an attentive listener, and a detail-oriented leader who enjoys helping others succeed.

Pay

Pay: $20 per hour, depending on experience

Schedule

The Listening Center is open: Monday through Friday: 6:00 a.m.–7:00 p.m. Saturday: 8:00 a.m.–4:30 p.m. Sunday: Closed This is an in-office position. Team Leads are required to work a rotating Saturday schedule.

Duties and Responsibilities

• Lead and support a team of approximately 12–18 contact center agents.
• Inspire and motivate team members to perform at their highest level while providing timely, efficient, knowledgeable, and professional customer service.
• Provide ongoing coaching, training, feedback, and product information to contact center agents.
• Monitor live calls, review recorded calls, and analyze performance and production reports to identify coaching opportunities and improve agent performance.
• Establish clear performance expectations and hold team members accountable for meeting attendance, quality, productivity, and customer service standards.
• Conduct regular one-on-one coaching sessions, team meetings, and performance discussions.
• Lead positive and engaging team meetings to communicate company and client updates, recognize accomplishments, review performance results, and encourage collaboration.
• Complete annual performance reviews for direct reports.
• Address employee performance and conduct concerns and issue corrective action when appropriate.
• Review and approve employee timecards and ensure timekeeping records are complete and accurate.
• Manage time-off requests and review schedules created by the Workforce Management team to ensure appropriate staffing and business coverage.
• Monitor attendance and ensure attendance policies and procedures are applied consistently.
• Participate in the interviewing, selection, hiring, and onboarding of new employees.
• Maintain current knowledge of company systems, applications, policies, procedures, products, and client requirements.
• Respond appropriately and empathetically when employees experience work-related or personal concerns, providing coaching, direction, and available resources.
• Exercise sound judgment when escalating employee concerns or sharing information with Contact Center leadership or Human Resources.
• Assist with customer escalations and provide timely, professional resolutions.
• Answer customer calls during periods of high call volume or as directed by Operations leadership.
• Ensure work is performed in accordance with company policies, client requirements, and applicable local, state, and federal laws and regulations.
• Maintain the confidentiality of employee, customer, and company information.
• Perform additional responsibilities as assigned by management.

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 an equivalent combination of education and experience 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.
• Demonstrated experience coaching, developing, and motivating employees.
• Strong verbal and written communication skills.
• Ability to provide clear, constructive, and timely feedback.
• Strong judgment and demonstrated ability to maintain confidentiality.
• Excellent attention to detail, organization, and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to consistently follow and reinforce company policies, procedures, and performance expectations.
• Intermediate computer and technical skills, including proficiency with Microsoft Office applications and the ability to navigate multiple systems efficiently.
• Ability to build effective working relationships with employees and leaders at all levels of the organization.
• Professional appearance, communication style, and workplace demeanor.
• Valid in-state driver's license.

Benefits

• Paid time off
• 401(k)
• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• AD&D and life insurance
• Employee wellness program
• Free professional counseling for employees and their families
• Paid training and career-development opportunities

Equal Opportunity Employer

Ken Garff Automotive Group is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants and employees.

(( We Hear You )) You're in for a great ride (excuse the car metaphor) We're not your standard dealership or group of dealerships and we're pretty darn proud of that. We're out to do things differently. We want to consistently change, grow, and progress. For that reason, our employees are proud of where they work. Our history is rich in the tradition of doing things differently. It began with Ken Garff himself. It continued through all of those who followed Ken and is alive and thriving today.