Night Call Center Team Lead

Same Day Water Heaters; Houston (TX); In loco; USD 24.000 - 35.000; Tempo pieno

Vantaggi offerti da questo lavoro

PTO

Medical

Dental

Vision

Life Insurance

Casual dress

Growth opportunities

Descrizione del lavoro

Same Day Water Heaters, LLC in Houston, TX seeks a Night Call Center Team Lead to oversee evening call center operations, coach agents, monitor service levels, and ensure adherence to standards. This 100% on-site role requires strong leadership, product knowledge, and ability to generate nightly reports.

You will coordinate escalations, assign sales follow-ups, and support center operations while maintaining confidentiality.

Competenze

• Minimum 2 years of supervisory call center experience.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Onsite role with ability to work night shifts and weekends.
• Excellent communication and coaching skills.

Mansioni

• Provide direct supervision and coaching to call center representatives.
• Monitor queues, service levels, and agent adherence; address issues promptly.
• Resolve escalated calls using product knowledge and problem-solving.
• Prepare and distribute nightly activity and performance reports.
• Cross-cover duties and support center operations as needed.

Conoscenze

Supervisory experience

Call center

Coaching

Performance monitoring

Time management

Team leadership

Strumenti

Microsoft Word

Excel

PowerPoint

Descrizione del lavoro

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.