Job Title

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. Compensation:$22.00/hr + monthly bonus potential up to $1,000.00 Key Responsibilities:Support the day-to-day activities of CSRs and Dispatchers by monitoring call queues, job boards, and system alertsEnsure call handling, booking, and dispatching standards are met throughout the shiftBalance incoming call volumes and technician scheduling priorities to support optimal service deliveryServe as the go-to resource on the floor for system questions, tough customer calls, or tricky scheduling needs. Including handling escalated requests from customersDe-escalate concerns on the floor that may otherwise impact call quality or stable productionHelp new team members onboard by shadowing, answering questions, and reinforcing best practicesLead by example with professionalism, accuracy, and top-tier customer serviceTrack shift-level KPIs like call answer rate, booking percentages, and hold timesMonitor the Phone system to identify, track, and resolve any anomalies impacting production of the Call Center floorOffer real-time feedback and coaching on tone, scripting, and troubleshootingCommunicate performance or attendance concerns to the Contact Center ManagerCommunicate effectively with field technicians, dispatchers, and other departments to ensure aligned expectationsAssist with customer follow-up, reschedules, or escalation support as neededQualifications:1+ year of experience in a contact center environment; leadership or senior CSR experience preferredKnowledge of the skilled trades industry (HVAC, plumbing, electrical) is a plusComfortable using call center software, scheduling platforms, and CRM toolsStrong communication, multitasking, and time management skillsPositive attitude with a team-first mindset and the ability to stay calm under pressureWhat You’ll Bring:Confidence to take charge without taking overAn ear for customers and an eye for efficiencyA no-drama, solutions-focused mindset that makes the whole team better