Nesting Team Lead

Rollins•Logan, UT

4d•Onsite

About The Position

The Nesting Team Leader supports newly trained Customer Service Representatives as they transition into live customer interactions. This role provides real-time coaching, performance feedback, quality guidance, and operational support to help new hires build confidence, improve accuracy, and successfully move into full production. The ideal candidate is a strong communicator, patient coach, and service-focused leader who can balance support with accountability.

Requirements

Strong understanding of customer service metrics, quality expectations, and call/contact handling standards.
Ability to coach others with patience, clarity, and professionalism.
Strong communication, problem-solving, and decision-making skills.
Comfortable using multiple systems while assisting team members in real time.
Ability to remain calm and supportive in high-volume or high-pressure situations.
Reliable attendance and professionalism.

Nice To Haves

Previous experience as a Team Lead, Trainer, Mentor, SME, Quality Analyst, or Lead CSR.
Experience supporting new hire nesting or onboarding.
Familiarity with contact center platforms such as Five9, Verint, Zendesk, Salesforce, or similar systems.
Experience with voice, chat, text, email, billing, scheduling, retention, or escalated customer interactions.

Responsibilities

Provide hands-on support and coaching to new Customer Service Representatives during the nesting period.
Monitor live calls, emails, or other customer interactions depending on business needs.
Deliver real-time coaching, side-by-side support, and post-interaction feedback.
Help new hires build confidence using systems, processes, scripts, knowledge bases, and customer service standards.
Reinforce training concepts and ensure consistent application in live customer situations.
Track new hire performance against nesting expectations, including quality, attendance, schedule adherence, productivity, customer satisfaction, and call handling.
Identify skill gaps and create focused coaching plans for individuals or groups.
Provide daily or weekly performance updates to Training and C S leadership.
Escalate concerns when a new hire may need additional support, extended nesting, or performance intervention.
Recognize strong performance and help prepare high-performing new hires for full production.
Share regular performance updates with leadership.
Review customer interactions for accuracy, professionalism, empathy, compliance, and resolution quality.
Partner with Quality Assurance, Training, and Operations to ensure feedback is aligned.
Ensure new hires understand the connection between customer experience, policy accuracy, and business outcomes.
Model excellent customer service behaviors and de-escalation techniques.
Create a supportive, structured, and engaging nesting environment.
Lead role plays, check-ins, skill refreshers, and end-of-day recaps.
Encourage accountability while maintaining a safe learning space.
Serve as the first point of contact for questions, process clarification, and live customer scenario support.
Promote teamwork, engagement, and a positive onboarding experience.
Partner with Trainers to provide feedback on training effectiveness, knowledge gaps, and onboarding improvements.
Work with Operations leaders to ensure nesting expectations align with production standards.
Share trends, process confusion, system issues, and recurring customer scenarios with appropriate departments.