Nesting Team Lead

Key Responsibilities:

• Provide hands-on support and coaching to new Customer Service Representatives during the nesting period. 
• Monitor live calls, emails, or other customer interactions depending on business needs. 
• Deliver real-time coaching, side-by-side support, and post-interaction feedback. 
• Help new hires build confidence using systems, processes, scripts, knowledge bases, and customer service standards. 
• Reinforce training concepts and ensure consistent application in live customer situations. 

Performance Management:

• Track new hire performance against nesting expectations, including quality, attendance, schedule adherence, productivity, customer satisfaction, and call handling. 
• Identify skill gaps and create focused coaching plans for individuals or groups. 
• Provide daily or weekly performance updates to Training and CS leadership. 
• Escalate concerns when a new hire may need additional support, extended nesting, or performance intervention. 
• Recognize strong performance and help prepare high-performing new hires for full production. 
• Share regular performance updates with leadership

Quality and Customer Experience:

• Review customer interactions for accuracy, professionalism, empathy, compliance, and resolution quality. 
• Partner with Quality Assurance, Training, and Operations to ensure feedback is aligned. 
• Ensure new hires understand the connection between customer experience, policy accuracy, and business outcomes. 
• Model excellent customer service behaviors and de-escalation techniques. 

Team Leadership:

• Create a supportive, structured, and engaging nesting environment. 
• Lead role plays, check-ins, skill refreshers, and end-of-day recaps. 
• Encourage accountability while maintaining a safe learning space.
• Serve as the first point of contact for questions, process clarification, and live customer scenario support. 
• Promote teamwork, engagement, and a positive onboarding experience. 

Cross-Functional Partnership: 

• Partner with Trainers to provide feedback on training effectiveness, knowledge gaps, and onboarding improvements. 
• Work with Operations leaders to ensure nesting expectations align with production standards. 
• Share trends, process confusion, system issues, and recurring customer scenarios with appropriate departments. 

Required Qualifications:

• Strong understanding of customer service metrics, quality expectations, and call/contact handling standards. 
• Ability to coach others with patience, clarity, and professionalism. 
• Strong communication, problem-solving, and decision-making skills. 
• Comfortable using multiple systems while assisting team members in real time. 
• Ability to remain calm and supportive in high-volume or high-pressure situations. 
• Reliable attendance and professionalism

Preferred Qualifications:

• Previous experience as a Team Lead, Trainer, Mentor, SME, Quality Analyst, or Lead CSR. 
• Experience supporting new hire nesting or onboarding. 
• Familiarity with contact center platforms such as Five9, Verint, Zendesk, Salesforce, or similar systems. 
• Experience with voice, chat, text, email, billing, scheduling, retention, or escalated customer interactions. 

Key Competencies:

• Coaching and Feedback Delivery
• Emotional Intelligence
• Customer Focus
• Accountability
• Adaptability
• Problem Solving
• Process Knowledge
• Leadership Presence
• Communication
• Performance Awareness
• Team Development

What Success Looks Like:

Fox Pest Control is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer