Contact Center Lead

The Frank Gay Contact Center Team Lead is someone who can rally the team, maintain high energy, and ensure every customer call receives the care it deserves. A TL is the first line of support for our Customer Service Representative, helping manage daily workflows, answer questions, and handle escalated issues when needed.

Think of this role as part traffic controller, part coach, part vibe manager.

• →Support the day-to-day activities of CSRs and Dispatchers by monitoring call queues, job boards, and system alerts
• →Ensure call handling, booking, and dispatching standards are met throughout the shift
• →Balance incoming call volumes and technician scheduling priorities to support optimal service delivery
• →Serve as the go-to resource on the floor for system questions, tough customer calls, or tricky scheduling needs. Including handling escalated requests from customers
• →De-escalate concerns on the floor that may otherwise impact call quality or stable production
• →Help new team members onboard by shadowing, answering questions, and reinforcing best practices
• →Lead by example with professionalism, accuracy, and top-tier customer service
• →Track shift-level KPIs like call answer rate, booking percentages, and hold times
• →Monitor the Phone system to identify, track, and resolve any anomalies impacting production of the Call Center floor
• →Offer real-time feedback and coaching on tone, scripting, and troubleshooting
• →Communicate performance or attendance concerns to the Contact Center Manager
• →Communicate effectively with field technicians, dispatchers, and other departments to ensure aligned expectations
• →Assist with customer follow-up, reschedules, or escalation support as needed

• 1+ year of experience in a contact center environment; leadership or senior CSR experience preferred
• Knowledge of the skilled trades industry (HVAC, plumbing, electrical) is a plus
• Comfortable using call center software, scheduling platforms, and CRM tools
• Strong communication, multitasking, and time management skills
• Positive attitude with a team-first mindset and the ability to stay calm under pressure

• Confidence to take charge without taking over
• An ear for customers and an eye for efficiency
• A no-drama, solutions-focused mindset that makes the whole team better