On-Site Contact Center Lead — Coaching & KPIs

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

Benefits offered by this job

Health insurance

401(k)

Life coverage

Paid time off

Growth opportunities

Job summary

North Creek Roofing is seeking an energetic Contact Center Lead to supervise a team of Scheduling Specialists on-site in Fife, WA. You’ll manage real-time escalations, monitor performance, and coach staff to improve service levels and customer experience.

The role requires a sales mindset to convert opportunities and maintain efficient scheduling processes. It offers 40 hours per week with a schedule that includes evenings or weekends as needed, and compensation tied to base plus commissions.

Qualifications

• 2+ years in customer service or call center experience.
• Previous leadership experience preferred.
• Ability to coach peers constructively.
• Detail-oriented with strong organizational skills.
• Problem-solving mindset in fast-paced environment.
• Team-oriented and supportive.
• Willingness to work evenings/weekends as needed.
• High school diploma or equivalent.

Responsibilities

• Serve as first point of contact for escalations and troubleshooting.
• Handle inbound, outbound, and overflow calls as needed.
• Monitor queues, call volume, and agent productivity.
• Provide on-the-floor coaching and feedback to Scheduling Specialists.
• Partner with the Contact Center Manager to identify performance gaps and improvements.
• Assist with onboarding and training of new hires.
• Ensure accurate use of systems such as Five9, ServiceTitan, and CRM.
• Monitor call quality and assist with QA reviews.
• Manage attendance or behavior concerns and escalate when needed.
• Assist with reporting tasks and daily metrics.

Skills

Customer service

Leadership

Coaching

Detail-oriented

Problem-solving

Team player

Flexible hours

Education

High school diploma

Tools

Five9

ServiceTitan

CRM

Job description

North Creek Roofing is seeking an energetic Contact Center Lead to supervise a team of Scheduling Specialists on-site in Fife, WA. You’ll manage real-time escalations, monitor performance, and coach staff to improve service levels and customer experience.

The role requires a sales mindset to convert opportunities and maintain efficient scheduling processes. It offers 40 hours per week with a schedule that includes evenings or weekends as needed, and compensation tied to base plus commissions.