Remote Call Center Team Lead - Coaching & Performance

Netflix; Seattle (WA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) and 401(k) matching

Dental insurance

Disability insurance

Employee assistance program

Employee discount

Health insurance

Life insurance

Paid time off

Paid training

Vision insurance

Job summary

Compass Self-Storage is seeking a Call Center Team Lead to manage a remote team of 12–15 agents across the United States. The role is full‑time with base responsibilities in maintaining performance, coaching, onboarding, and process improvement.

Based in Cleveland, OH, the team works from home nationwide. Ideal candidates have 3–5 years in call‑center leadership, strong communication, and Excel proficiency; remote management experience is preferred.

Qualifications

• 3–5 years of call-center leadership experience.
• Excellent communication, management, and conflict-resolution skills.
• Proficient with Microsoft Office, especially Excel.
• Experience managing a remote team of sales and customer-service agents is preferred.

Responsibilities

• Create and update reports using Excel and third-party tools.
• Review resumes and conduct preliminary interviews.
• Assist with onboarding and training new hires.
• Provide regular coaching to agents to improve performance.
• Escalate emergencies to appropriate managers.
• Oversee staffing and ensure adequate call-center coverage.
• Monitor and coach to meet performance metrics.
• Answer calls on an as-needed basis.
• Enforce company policies and procedures.

Skills

Coaching

Team leadership

Conflict resolution

Interpersonal skills

Microsoft Excel

Education

High school diploma

Associate/Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Compass Self-Storage is seeking a Call Center Team Lead to manage a remote team of 12–15 agents across the United States. The role is full‑time with base responsibilities in maintaining performance, coaching, onboarding, and process improvement.

Based in Cleveland, OH, the team works from home nationwide. Ideal candidates have 3–5 years in call‑center leadership, strong communication, and Excel proficiency; remote management experience is preferred.