What are the responsibilities and job description for the Call Center Senior Team Lead position at Camping World?
Overview
Camping World is seeking a Senior Team Lead for our growing Roadside Assistance Team. In this role, you’ll serve as a key operational leader, supporting both the agent and leadership levels to ensure service excellence, performance consistency, and ongoing process improvements. The Senior Lead plays a pivotal role in mentoring Team Leads, driving accountability across the group, and collaborating cross-functionally to align operations with company goals and service standards. This role is ideal for someone passionate about developing others, optimizing performance, and ensuring every member experience reflects our commitment to excellence.
What You’ll Do
Leadership & Real-Time Floor Management
The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.
Pay Range
In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com
We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.
Camping World is seeking a Senior Team Lead for our growing Roadside Assistance Team. In this role, you’ll serve as a key operational leader, supporting both the agent and leadership levels to ensure service excellence, performance consistency, and ongoing process improvements. The Senior Lead plays a pivotal role in mentoring Team Leads, driving accountability across the group, and collaborating cross-functionally to align operations with company goals and service standards. This role is ideal for someone passionate about developing others, optimizing performance, and ensuring every member experience reflects our commitment to excellence.
What You’ll Do
Leadership & Real-Time Floor Management
- Maintain consistent visibility and engagement across the floor to ensure service levels, adherence, and productivity targets are achieved.
- Monitor real-time dashboards, call queues, and agent availability—taking immediate action to balance workload, manage idle time, and support call flow.
- Provide daily leadership, guidance, and support to Team Leads and their teams, ensuring alignment with departmental goals and service expectations.
- Collaborate with Workforce Management to maintain optimal coverage and respond proactively to real-time volume changes.
- Serve as a mentor and subject matter expert, providing advanced support on complex customer service and technical issues.
- Conduct calibration and alignment sessions to ensure coaching standards remain consistent across teams.
- Review QA disputes and collaborate with QA Leadership on outcomes to ensure fairness and consistency.
- Promote professional growth by fostering a culture of accountability, feedback, and recognition.
- Oversee daily performance metrics to ensure productivity, adherence, and quality standards are being met.
- Manage escalation calls, chats, and emails requiring senior leadership involvement with professionalism and urgency.
- Identify operational bottlenecks and implement process improvements that enhance the customer experience.
- Partner cross-functionally to forecast needs, balance workloads, and ensure efficient use of resources.
- Act as a liaison between leads, supervisors, and senior leadership to ensure clear communication and alignment across all layers.
- Support onboarding and training for new leads, reinforcing standard operating procedures and expectations.
- Participate in special projects, system enhancements, and process redesigns as assigned by leadership.
- Analyze performance data to identify trends and make actionable recommendations that drive continuous improvement.
- Foster a high-performance culture that emphasizes accountability, recognition, teamwork, and fun.
- Lead by example, demonstrating professionalism, ownership, and alignment with Camping World | Good Sam’s core values.
- 2 years of contact center experience preferred, including 1–2 years in a leadership role preferred
- Demonstrated ability to lead through influence, manage priorities, and drive results across multiple teams
- Strong understanding of contact center metrics (AHT, QA, Adherence, CSAT, etc.)
- Excellent communication, conflict resolution, and problem-solving skills
- Proven ability to coach others, provide constructive feedback, and build team engagement
- Working knowledge of Cisco Finesse, Calabrio, AGIS, and related call center tools preferred
- Must be able to work a flexible schedule, including rotating weekends and holidays, as Roadside operates 365 days a year
The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.
Pay Range
In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com
We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.