On-Site Contact Center Lead - Coaching, Escalations & KPIs

North Creek Roofing; Fife (WA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with company match

Paid Time Off

Job summary

North Creek Roofing, based in Fife, WA, is looking for a dependable Contact Center Lead to support our scheduling team. This full-time role involves providing operational support, monitoring performance, and driving quality within the team.

The ideal candidate will have customer service experience, preferable in a call center, and demonstrate leadership capabilities. Join our team-focused environment where opportunities for growth and development are encouraged.

Qualifications

• 2+ years of experience in customer service required, call center, or phone‑based scheduling experience preferred.
• Previous leadership experience (team lead, floor support, SME, or equivalent) highly preferred.
• Ability to coach and guide peers constructively.

Responsibilities

• Serve as the first point of contact for real‑time questions and escalations.
• Monitor queues and call volume, ensuring adherence to schedules.
• Provide coaching and guidance to Scheduling Specialists.

Skills

Customer service experience

Leadership experience

Organizational skills

Problem-solving mindset

Team-oriented

Education

High school diploma or equivalent

Job description

North Creek Roofing, based in Fife, WA, is looking for a dependable Contact Center Lead to support our scheduling team. This full-time role involves providing operational support, monitoring performance, and driving quality within the team.

The ideal candidate will have customer service experience, preferable in a call center, and demonstrate leadership capabilities. Join our team-focused environment where opportunities for growth and development are encouraged.