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 onshift leadership, technical support, coaching, and endofday 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 problemsolving skills.
- Identify operational or performance gaps and recommend corrective actions.
- Maintain confidentiality and uphold professional conduct at all times.
- Assist with sales opportunity assignment, followup, and administrative tasks.
- Prepare and distribute nightly activity and performance reports.
- Crosscover 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.
Requirements
- 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, selfmotivated, teamoriented approach.
- Ability to perform miscellaneous duties as assigned.
Benefits
- 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.
- Performancebased incentives and growth opportunities.
