Contact Center Shift Lead

Apex Service Partners•Charlotte, NC

1d•Onsite

About The Position

Ready to grow with a company that values its people as much as its customers? We are seeking a Contact Center Shift Lead to help lead our customer experience team across multiple home service brands. In this role, you'll provide real-time coaching, operational support, and leadership to a team serving HVAC, plumbing, electrical, and generator customers. If you thrive in a dynamic environment, enjoy developing others, and are passionate about delivering outstanding service, this is an opportunity to build your career with a company that offers ongoing training, professional growth, and long-term stability.

Requirements

Model CSR performance, professionalism, and customer service.
Provide constructive feedback and recommendations for improvement.
Share ideas, identify opportunities, and contribute to continuous improvement efforts.
Maintain high standards of performance and accountability.
Inspire team to consistently deliver their best.
Address errors and performance concerns promptly through coaching, training, and real-time feedback.
Mentor team members to support ongoing development and improvement.
Support membership program training initiatives, ensuring clear understanding of offerings, processes, and customer benefits.

Nice To Haves

Experience in HVAC, plumbing, electrical, or generator customer service.
Experience with CRM systems like ServiceTitan.
Experience with call routing tools.
Experience in a leadership or supervisory role within a contact center environment.

Responsibilities

Manage real-time staffing during the shift — approve breaks, cover call gaps, and reassign agent duties if a shift in workload is needed.
Monitor adherence to schedule (agents logged in, on queue, not stuck in after-call work too long).
Ensure Dexcomm, Abandoned, Schedule Pro and other paid lead source activations are handled in a timely manner and completed before shift close. (Full e-support coverage as needed).
Serve as the first escalation point for agents who need help mid-call, and approving if a call booking meets protocol guidelines.
Work with dispatch/routing to ensure booked jobs are correctly categorized by trade and urgency.
Proactively flag capacity issues to dispatch/CSM when a trade is overbooked.
Update Protocol as needed from General Manager and Trade Manager guidance.
Ensure the CRM/phone system (e.g., ServiceTitan, call routing tools) is functioning; troubleshoot basic technical issues or escalate to IT.
Validate that call dispositions and lead sources are logged correctly for reporting.
Cross-trade fluency: Understanding that urgency assessment and triage requirements vary by trade.
Cross-brand consistency: Ensuring agents correctly apply brand-specific scripts, guarantees, and pricing when routing calls across brands.
Surge management: Reallocating staff to support trade-specific seasonal demand and weather-related service surges.
Take over escalated or irate customer calls that agents can't resolve.
Listen to live or recorded calls for quality and coaching purposes (as able when call volume is low).
Ensure agents follow the correct call flow and procedures for each brand.
Track shift-level KPIs: answer rate, average handle time, booking rate, and abandonment rate.
Report shift performance to the Contact Center Manager, noting anomalies such as a spike in electrical calls or an unusual cancellation rate.
Reinforce training for new agents, providing support and coaching as needed.
Run brief shift huddles to communicate updates: new promotions, pricing changes, seasonal campaigns, and service alerts.
Document notable incidents to leadership (system outages, high-escalation days, staffing shortfalls).
Provide a clean handoff summary to the next shift lead.
Lead from the front as a model CSR, setting the standard for performance, professionalism, and customer service.
Foster a positive team environment by taking initiative and providing the structure and support the Contact Center needs to succeed.
Provide constructive feedback and recommendations for improvement.
Share ideas, identify opportunities, and contribute to continuous improvement efforts across the team.
Maintain high standards of performance and accountability.
Demonstrate what success looks like and inspire your team to consistently deliver their best.
Address errors and performance concerns promptly through coaching, training, and real-time feedback, while mentoring team members to support ongoing development and improvement.
Support membership program training initiatives, ensuring all team members have a clear understanding of offerings, processes, and customer benefits.