Night Call Center Team Lead

Same Day Water Heaters•Houston, TX

2h•Onsite

About The Position

The Night Call Center Team Lead oversees evening call center operations, ensuring exceptional customer service, consistent team performance, and adherence to company standards. This role provides on‑shift leadership, technical support, coaching, and end‑of‑day reporting to maintain a productive and professional work environment.

Requirements

Minimum 2 years of supervisory call center experience.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Strong time management, organization, and attention to detail.
Positive, self‑motivated, team‑oriented approach.
Ability to perform miscellaneous duties as assigned.
Successful background check required.

Responsibilities

Provide direct supervision, coaching, and performance support to call center representatives.
Monitor call queues, service levels, and agent adherence; address issues promptly.
Resolve escalated customer calls using strong product knowledge and problem‑solving skills.
Identify operational or performance gaps and recommend corrective actions.
Maintain confidentiality and uphold professional conduct at all times.
Assist with sales opportunity assignment, follow‑up, and administrative tasks.
Prepare and distribute nightly activity and performance reports.
Cross‑cover duties and support center operations as needed.