Customer Care Department Lead

Customer Care Department Lead Job Category: Customer Care Requisition Number: CUSTO002498 Posting Details Posted: February 21, 2026 Full-Time On-site LocationsShowing 1 location Customer Care Orem 1157 S 800 E Orem, UT 84097, USA Pay or shift range: $75,000 USD to $90,000 USD Based on experience. Job Details Description Essential Duties and Responsibilities (Other Duties may be assigned to meet business needs): Manage day to day operations of the Contact Center. Development and Training of leadership team. Assist Customer Care Team Leads to ensure our team of Customer Care Advocates provide our customers with exceptional experience with every interaction. Develop and assist in QA and Call monitoring by developing forms for departmental use. Develop and manage Advocate Scorecard. Maintain KPI scores for accuracy. Develop and ensure all KPIs are consistently met or exceeded as well as looking for new and improved KPI’s to move the department forward. Develop and assist with training and coaching as necessary. Interview potential Customer Care Advocates. Provide developmental opportunities for Team Leads and Advocates. Ensure schedule and occupancy adherence. Ensure proper staffing for contact volumes daily. Create departmental schedules for Team Leads and Advocates. Suggest additional services by recognizing opportunities and benefits to customers. Manage and communicate department meetings. Contribute ideas to improve problem resolution. Take Calls and process Emails and Chats as warranted. Meet performance and production expectations. Assist Team Leads in creating Performance Improvement Plans. Other duties as required. Qualifications/Requirements: Strong communication skills and excellent attention to detail. Friendly, outgoing personality. Ability to work independently and leverage internal resources to meet the needs of our customers. Proficient with the Microsoft Office suite of products (Outlook, Excel, Power Point, etc.). Understanding of AI and Technology to assist Contact Center. Proficiency with Telecom and CRM platforms. Must be willing to be in office Mon-Fri in Orem, UT Minimum of 5-years of contact center leadership experience in a high-volume environment.