Contact Center Lead

North Creek Roofing•Fife, WA

2d•$60,000 - $75,000•Onsite

About The Position

We’re looking for an energetic and dependable Contact Center Lead to join our high-performing team reporting to the Contact Center Manager. You’ll be providing day-to-day operational support to a team of Scheduling Specialists. This role serves as a first point of contact for escalations, assists with real-time problem-solving, and supports adherence to processes and KPIs. The Contact Center Lead plays a critical role in driving performance, ensuring quality, and fostering a positive team environment. A sales mindset is crucial to capturing every opportunity possible and our appointments should be treated as the “sale before the sale”. High effort and ability to rebuttal customers and teach these skills to the Scheduling Specialists is pivotal to success. This role sits on-site with the team in a fast-paced, collaborative environment—so strong communication, organization, and teamwork are essential.

Requirements

2+ years of experience in customer service required, call center, or phone-based scheduling experience preferred
Previous leadership experience (team lead, floor support, SME, or equivalent) highly preferred
Ability to coach and guide peers constructively
Detail-oriented with strong organizational skills
Problem-solving mindset and adaptability in a fast-paced environment
Team-oriented, respectful, and eager to support others
Willingness to work flexible hours, including evenings or weekends as needed
High school diploma or equivalent required

Responsibilities

Serve as the first point of contact for real-time questions, escalations, and troubleshooting during shifts.
Handle inbound, outbound, and overflow calls as needed to support the team during peak volume or coverage gaps
Monitor queues, call volume, and agent productivity, ensuring adherence to schedules, focus on speed to lead, urgency, and service levels
Provide on-the-floor coaching, guidance, and feedback to Scheduling Specialists to support quality, efficiency, and customer experience.
Partner with the Contact Center Manager to identify performance gaps and recommend corrective actions or process improvements.
Support onboarding of new hires by providing training assistance, shadowing opportunities, and reinforcement of call flows and systems.
Ensure accurate use of systems such as Five9, ServiceTitan (or CRM equivalent), and other tools.
Monitor call quality and assist with QA reviews as needed.
Manage minor attendance or behavior concerns in the moment and escalate to leadership when appropriate.
Assist with reporting tasks, data entry, and tracking of daily metrics when required.
Foster a positive, solutions-focused work environment aligned with company values.