Call Center Team Lead

Call Center Team Lead IT/Engineering

Kennesaw, Georgia Direct Hire Jul 13, 2026

Position Title: Call Center Team Lead (Sales & Performance Focus)

Location: On-Site Position Type: Full-Time / Permanent Schedule: Must be available to work nights and weekends on a rotating basis to service emergency customer needs. Compensation: $25 an hour w/ 10% Bonus

Position Summary

The Call Center Team Lead provides the next level of operational support and driving-force leadership for the customer service floor. This individual is directly responsible for coaching, mentoring, and developing a team of Customer Service Representatives (CSRs) to exceed established sales, quality, and performance metrics. Working arm-in-arm with agents on the floor, the Team Lead serves as a strategic, proactive leadership presenceassisting the Call Center Manager with managing call flows, optimizing handle times, and executing critical training and development initiatives.

Core Leadership Priorities

We are seeking a mature, proactive, and highly dependable leader who takes natural ownership of the floor. The ideal candidate maintains healthy professional boundariesfocusing on mentorship, team accountability, and performance rather than peer socialization. This role requires a high level of emotional intelligence, a calm demeanor during high-stress escalations, and a data-driven approach to anticipating and preparing for seasonal peaks.

Day-to-Day Responsibilities

• Directly coach, develop, and manage a team of approximately 26 CSRs (scaling up to 30 agents during peak seasonal volume).
• Conduct side-by-side call monitoring, remote dial-ins, and structured quality evaluations utilizing the call quality model and rating guides.
• Deliver consistent performance touchpoints, including 1-on-1 coaching sessions, team huddles, and focused skills training to eliminate knowledge gaps and drive customer Net Promoter Scores (NPS).
• Detail targeted action plans for underperforming agents, providing continuous follow-up to motivate progress while strictly maintaining performance accountability.
• Support Customer Care Specialists handling retention and resolution by auditing their calls, emails, texts, and customer buyouts.

Operational Performance & Floor Management

• Actively monitor real-time call center performance metrics, using data to drive real-time floor adjustments based on call volume, average handle time, agent status, and abandon rates.
• Oversee active floor coverage, track team attendance protocols, and deliver transparent reporting to the Call Center Manager regarding operational gaps.
• Create and present performance refresher materials, presentation aids, and mini-modules during team huddles to consistently push metric benchmarks.
• Act as the final point of internal escalation on the floor, personally handling approximately 10 high-level customer escalation calls per day with professionalism and poise.

Reporting & Strategy

• Maintain comprehensive, accurate records tracking customer experience, call quality findings, and sales baseline KPIs.
• Generate and deliver clean weekly and monthly performance reports summarizing team findings, data evaluations, and actionable strategy recommendations to the management team.
• Partner collaboratively with department managers to ensure team objectives, training materials, and performance milestones align with broader company initiatives and Guiding Principles.

Required Skills & Qualifications Experience & Education

• Education: High School Diploma or GED required.
• Leadership Experience: Proven experience operating as a Team Lead, Supervisor, or Trainer within a SALES-focused call center environment is strictly required.
• Coaching Background: Demonstrated success using performance metrics to coach, train, and develop entry-level or underperforming representatives to hit sales targets and quality standards.

Technical Proficiencies & Skills

• Software Toolkit: Strong proficiency within the Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint).
• System Knowledge: Past hands-on experience utilizing industry-specific platforms such as ServiceTitan and cloud telephony tools like DialPad is considered a major asset.
• Industry Familiarity: Prior call center leadership experience within the HVAC, home services, or utility sectors is highly preferred but not required.

Core Competencies

• Analytical Thinking: Excellent problem-solving and reporting skills, with the ability to interpret data patterns and implement practical floor-level changes.
• Communication Mastery: Outstanding verbal and written communication skills paired with an ability to command respect on the floor and interface smoothly with corporate managers.
• Adaptability & Drive: A high-energy, positive leader who thrives under pressure and can successfully multi-task across high-volume queues without losing attention to detail.

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