What are the responsibilities and job description for the Night Call Center Team Lead position at Same Day Water Heaters?
Location: Houston, TX (100% Onsite) Schedule: Night shift weekends (two weekdays off)
Position Summary
The Night Call Center Team Lead oversees evening call center operations, ensuring exceptional customer service, consistent team performance, and adherence to company standards. This role provides on‑shift leadership, technical support, coaching, and end‑of‑day reporting to maintain a productive and professional work environment.
Key Responsibilities
- Provide direct supervision, coaching, and performance support to call center representatives.
- Monitor call queues, service levels, and agent adherence; address issues promptly.
- Resolve escalated customer calls using strong product knowledge and problem‑solving skills.
- Identify operational or performance gaps and recommend corrective actions.
- Maintain confidentiality and uphold professional conduct at all times.
- Assist with sales opportunity assignment, follow‑up, and administrative tasks.
- Prepare and distribute nightly activity and performance reports.
- Cross‑cover duties and support center operations as needed.
Working Conditions
- Fully onsite role; remote work permitted only in rare emergencies with prior approval.
- Light physical activity (lifting up to 10 lbs., occasional standing/walking).
- Regular use of PC/software, phone systems, and standard office equipment.
- Successful background check required.
- Minimum 2 years of supervisory call center experience.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
- Strong time management, organization, and attention to detail.
- Positive, self‑motivated, team‑oriented approach.
- Ability to perform miscellaneous duties as assigned.
- Pay: $21.50/hr $2.00/hr evening differential after 6pm; overtime as needed.
- PTO, Medical, Dental, Vision, and Life Insurance.
- Casual dress environment (jeans and sneakers permitted).
- Friendly, supportive team culture.
- Performance‑based incentives and growth opportunities.
Salary : $2 - $22