Call Center Team Lead - Mid Shift

At Leaf Home people are at the heart of everything we do, and we''ve crafted a team of the very best to ensure we make a difference... both to the homeowners we support and the staff that''s at the heart of it all. We are driven by the hard-working and creative individuals that are passionate about their careers and what they do. Position SummaryThe Leaf Home Water Solutions Call Center Team Lead is responsible for providing quality and efficient customer service to customers as well as the daily management of a team of employees. The Call Center Team Lead will need to demonstrate a high-level of professionalism while creating an environment that fosters teamwork and success. Hours (may change based on business needs):Sunday - Thursday 11AM - 8PMEssential Duties and ResponsibilitiesManage and develop a successful team of call center representatives through positive performance managementProvide daily direction and communication to employees so that calls are placed/answered in a timely, efficient, and knowledgeable mannerConduct periodic training for refresher material and/or new proceduresRespond to and resolve employee relations issues expressed by team members by partnering with human resourcesCreate and maintain a high-quality work environment so team members are motivated to perform at their highest levelLead and/or participate in special projects as needed Experience and Minimum QualificationsHigh School Diploma or equivalent.Prior experience in high volume call center environment.Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without "dropping the ball".Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a "roll up your sleeves" and "today not tomorrow" mentality.Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer''s needs at the forefront of every interaction.Ability to communicate effectively, to recognize, understand, and manage one''s own emotions as well as others, and foster positive working relationships across all levels of the organization.Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one''s own actions, performance, and decisions.Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).Travel RequirementsNo travel required.Overtime/Additional Hours RequirementsMay be requested to work overtime on evenings and weekends dependent on business need.Physical RequirementsNormal Office EnvironmentIndoor work in a climate-controlled environment.Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Are We Your Company?Focused On Growth Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. For us, we strive to be better than the best and we want you to join in our success! With offices across the U.S. and Canada, our team is diverse and strong. From marketing to sales, installation, and service, we have the best team, right along with the best home solutions. We are committed to our employees'' growth, which we demonstrate by:Innovating, Always: Leaf is focused on providing cutting edge solutions, both for employees and customersPartnering With Our Customers: Building strong and trusted relationships is at the core of everything we doEmpowering Employees: Our brand begins and ends with our people, and we provide opportunities for growth and success in a supportive environmentSupporting Our Communities: Home is where the heart is, and we in turn strive to give back to the communities that our customers and employees call homeWhat do we offer?Industry-leading compensation packageFully paid Medical, Dental, and Vision benefits after 90 days401k Savings PlanPaid Time Off, Comprehensive Health, Wellbeing, and Financial Wellness ProgramsChildcare benefits to support familiesEndless opportunity for growth and advancement. Just ask our current employees!Other perks you need to know about: Employee assistance program - get 24/7 support in areas including legal, financial planning, and counseling.Employee discount marketplace - enjoy discounts on thousands of products, from cars to local attractions.Gym membership compensation - your insurance will help cover the cost of your gym membership!Groups like Vet Connect & the Women''s Committee to help you get involved and to provide resources for your successLeaf Home Awards and Accolades: Leaf Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and has been Certifiedâ„¢ by Great Place to Work®. A few of our brands have also earned accolades, including:LeafFilter and Leaf Home Safety Solutions have ranked on the annual Remodeling 550 listLeaf Home, LeafFilter, and Leaf Home Safety Solutions have been recognized on Qualified Remodeler magazine''s Top 500 listLeaf Home is a Smart Culture Awards honoree for its employee-focused cultureLeaf Home is recognized as a growth leader on both the Inc. 5000 and Inc. 5000 Regionals: Midwest listsFor a full list of awards earned by our brands, please visit Diversity and Inclusion StatementLeaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.Equal Opportunity StatementLeaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).

Created: 2025-10-04