Onsite Night Call Center Team Lead Coaching & Performance

Same Day Water Heaters LLC; United States; Remote; USD 29,000 - 34,000; 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 is seeking a Night Call Center Team Lead to oversee evening call center operations and uphold top‑tier customer service. The role provides on‑shift leadership, coaching, and end‑of‑day reporting to ensure a productive work environment.

The position requires at least 2 years of supervisory call center experience, strong MS Office skills, and a proactive, team‑oriented attitude. Onsite work with a night schedule, including weekend coverage, is expected.

Qualifications

• Minimum 2 years of supervisory call center experience.
• Successful background check required.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

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.

Skills

Team leadership

Time management

Customer service excellence

Tools

Microsoft Word

Excel

PowerPoint

Job description

Same Day Water Heaters LLC is seeking a Night Call Center Team Lead to oversee evening call center operations and uphold top‑tier customer service. The role provides on‑shift leadership, coaching, and end‑of‑day reporting to ensure a productive work environment.

The position requires at least 2 years of supervisory call center experience, strong MS Office skills, and a proactive, team‑oriented attitude. Onsite work with a night schedule, including weekend coverage, is expected.