Contact Center Shift Lead

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 this role youll 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:

• $21.00 - $25.00

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 cant 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.