Weekend Call Center Lead: Training, Coaching & Growth

Collins Comfort Masters; Tempe (AZ); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Health, Vision, and Dental plans

401K Retirement Plan

Paid Time Off and Holidays

Job summary

Collins Comfort Masters is seeking a Weekend Call Center Team Lead to manage a daytime in-office weekend shift. You will supervise CSRs, generate performance reports, and coordinate training while ensuring excellent customer service in both inbound and outbound calls.

The role emphasizes leadership, coaching, and day-to-day supervision, with a focus on process improvements and staffing during the Tue-Sat schedule, 7am–7pm. Strong English communication required; bilingual Spanish a plus.

Qualifications

• 5+ years in customer service, ideally in a call center.
• 2+ years call center supervisory experience.
• Strong leadership & training skills.
• High motivation and self-starter attitude.
• Basic proficiency with Microsoft Office applications (Outlook, Word, Excel, Teams).
• Experience with Service Titan is a plus.
• Fluent in reading, writing, and speaking English; bilingual English-Spanish a plus.

Responsibilities

• Generate daily, weekly, and monthly reports.
• Log and update Time & Attendance.
• Approve and submit refund requests to accounting.
• Coach and develop team through feedback and side-by-side training.
• Monitor team chats and respond to questions.
• Monitor reviews on Podium and BBB and respond promptly.
• Coordinate with Dispatch & Leadership on daily call volume needs.
• Onboard new hires and complete related paperwork.
• Staffing and hiring support for potential candidates.

Skills

Leadership

Training

Call center experience

Microsoft Office

Bilingual English-Spanish

Time management

Tools

Service Titan

DialPad

Podium

Job description

Collins Comfort Masters is seeking a Weekend Call Center Team Lead to manage a daytime in-office weekend shift. You will supervise CSRs, generate performance reports, and coordinate training while ensuring excellent customer service in both inbound and outbound calls.

The role emphasizes leadership, coaching, and day-to-day supervision, with a focus on process improvements and staffing during the Tue-Sat schedule, 7am–7pm. Strong English communication required; bilingual Spanish a plus.