Night Call Center Team Lead

Same Day Water Heaters, LLC; Houston (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Casual dress

Job summary

Same Day Water Heaters, LLC seeks a Night Call Center Team Lead to oversee evening operations, coach staff, and ensure top‑tier customer service. You will provide on‑shift leadership, handle escalations, and deliver end‑of‑day reports to maintain performance standards.

The role is fully onsite in Houston, with night shifts and weekend work. Ideal candidates have at least 2 years of supervisory call center experience and strong command of Word, Excel, and PowerPoint.

Qualifications

• Minimum 2 years of supervisory call center experience.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong time management and attention to detail.
• Positive, self-motivated, team-oriented approach.
• Ability to lift up to 10 lbs and perform miscellaneous duties.
• Fully onsite with rare exceptions.

Responsibilities

• Provide direct supervision and coaching to call center representatives.
• Monitor call queues, service levels, and agent adherence; address issues promptly.
• Resolve escalated customer calls with product knowledge.
• Identify performance gaps and recommend corrective actions.
• Prepare nightly activity and performance reports.
• Cross-cover duties and support center operations as needed.
• Assist with sales opportunities and administrative tasks.

Skills

Supervisory experience

Call center knowledge

MS Word

MS Excel

MS PowerPoint

Time management

Organizational skills

Attention to detail

Coaching

Team player

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Location: Houston, TX (100% Onsite) Schedule: Night shift + weekends (two weekdays off)

Position Summary

The Night Call Center Team Lead oversees evening call center operations, ensuring exceptional customer service, consistent team performance, and adherence to company standards. This role provides on‑shift leadership, technical support, coaching, and end‑of‑day reporting to maintain a productive and professional work environment.

Key Responsibilities

• Provide direct supervision, coaching, and performance support to call center representatives.
• Monitor call queues, service levels, and agent adherence; address issues promptly.
• Resolve escalated customer calls using strong product knowledge and problem‑solving skills.
• Identify operational or performance gaps and recommend corrective actions.
• Maintain confidentiality and uphold professional conduct at all times.
• Assist with sales opportunity assignment, follow‑up, and administrative tasks.
• Prepare and distribute nightly activity and performance reports.
• Cross‑cover duties and support center operations as needed.

Working Conditions

• Fully onsite role; remote work permitted only in rare emergencies with prior approval.
• Light physical activity (lifting up to 10 lbs., occasional standing/walking).
• Regular use of PC/software, phone systems, and standard office equipment.

• Successful background check required.
• Minimum 2 years of supervisory call center experience.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong time management, organization, and attention to detail.
• Positive, self‑motivated, team‑oriented approach.
• Ability to perform miscellaneous duties as assigned.

• Pay: $21.50/hr + $2.00/hr evening differential after 6pm; overtime as needed.
• PTO, Medical, Dental, Vision, and Life Insurance.
• Casual dress environment (jeans and sneakers permitted).
• Friendly, supportive team culture.
• Performance‑based incentives and growth opportunities.