Contact Center Lead

TheFrank Gay Contact Center Team Leadis 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.

Compensation:

$22.00/hr monthly bonus potential up to $1000.00

Key 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

Qualifications:

• 1 year of experience in a contact center environment; leadership or senior CSR experience preferred
• Knowledge of the skilled trades industry (HVAC plumbing electrical) is a plus
• 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

What Youll Bring:

• 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