Remote Contact Center Lead: Drive Service Excellence

Duluth Trading Company; Idaho; Remote; USD 26,000 - 34,000; Full time

Benefits offered by this job

Daily pay available

Quality medical plan choices

Generous paid time off

9 paid holidays

40% employee discount

Pay: $19.50/hr+ DOE

Job summary

Duluth Trading Company is seeking a Contact Center Lead to oversee day-to-day operations, motivate agents, and achieve service level goals in a full-time remote role. This position requires scheduling from 7:00AM to 10:00PM, seven days a week, with opportunities to hire and train staff, optimize costs, and collaborate across departments to improve processes.

You’ll monitor performance metrics, guide a customer-focused team, and ensure high-quality service while enjoying generous benefits and a

Qualifications

• Experience in a supervisory or team lead role within a contact center environment.
• Strong leadership skills and ability to motivate a team.
• Excellent communication and interpersonal abilities.
• Customer-centric mindset with a passion for service.

Responsibilities

• Lead and motivate a team of customer service agents, fostering a positive work culture.
• Oversee day-to-day contact center operations, ensuring exceptional service and satisfaction targets.
• Provide guidance and support to agents, resolving complex inquiries effectively.
• Collaborate with departments to implement process improvements and enhance efficiency.
• Design and implement training programs to improve staff skills.
• Analyze performance metrics and identify areas for improvement, implementing action plans.
• Assist in recruitment and onboarding of new team members, seasonal and non-seasonal.
• Ensure timely completion of project assignments and non-call-related tasks.

Job description

Duluth Trading Company is seeking a Contact Center Lead to oversee day-to-day operations, motivate agents, and achieve service level goals in a full-time remote role. This position requires scheduling from 7:00AM to 10:00PM, seven days a week, with opportunities to hire and train staff, optimize costs, and collaborate across departments to improve processes.

You’ll monitor performance metrics, guide a customer-focused team, and ensure high-quality service while enjoying generous benefits and a