Contact Center Team Lead

Apex Service Partners•Orlando, FL

5d•$22 - $1,000

About The Position

The Frank Gay Contact Center Team Lead is someone who can rally the team, maintain high energy, and ensure every customer call receives the care it deserves. A TL is the first line of support for our Customer Service Representative, helping manage daily workflows, answer questions, and handle escalated issues when needed. Think of this role as part traffic controller, part coach, part vibe manager.

Requirements

1+ year of experience in a contact center environment; leadership or senior CSR experience preferred
Comfortable using call center software, scheduling platforms, and CRM tools
Strong communication, multitasking, and time management skills
Positive attitude with a team-first mindset and the ability to stay calm under pressure
Confidence to take charge without taking over
An ear for customers and an eye for efficiency
A no-drama, solutions-focused mindset that makes the whole team better

Nice To Haves

Knowledge of the skilled trades industry (HVAC, plumbing, electrical) is a plus

Responsibilities

Support the day-to-day activities of CSRs and Dispatchers by monitoring call queues, job boards, and system alerts
Ensure call handling, booking, and dispatching standards are met throughout the shift
Balance incoming call volumes and technician scheduling priorities to support optimal service delivery
Serve as the go-to resource on the floor for system questions, tough customer calls, or tricky scheduling needs. Including handling escalated requests from customers
De-escalate concerns on the floor that may otherwise impact call quality or stable production
Help new team members onboard by shadowing, answering questions, and reinforcing best practices
Lead by example with professionalism, accuracy, and top-tier customer service
Track shift-level KPIs like call answer rate, booking percentages, and hold times
Monitor the Phone system to identify, track, and resolve any anomalies impacting production of the Call Center floor
Offer real-time feedback and coaching on tone, scripting, and troubleshooting
Communicate performance or attendance concerns to the Contact Center Manager
Communicate effectively with field technicians, dispatchers, and other departments to ensure aligned expectations
Assist with customer follow-up, reschedules, or escalation support as needed