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.
Compensation:
Why YOU Should Join Our Team:
- Competitive Pay
- Full Benefits: Medical, Prescription, Dental, and Vision plans to keep you and your loved ones healthy. Disability & Term Life Insurance, plus matching 401k benefits.
- Career Development: Ongoing training & development with clear pathways for growth.
- Paid Time Off: Paid Holidays & PTO to ensure you can recharge and enjoy life outside of work.
Core Responsibilities:
Shift Operations & Coordination
- 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.
Team Performance, Quality & Development
- 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.
Reporting & Communication
- Document notable incidents to leadership (system outages, high-escalation days, staffing shortfalls).
- Provide a clean handoff summary to the next shift lead.
Overall Expectation
- 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.
