Night Call Center Team Lead

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 representativesMonitor call queues, service levels, and agent adherence; address issues promptlyResolve escalated customer calls using strong product knowledge and problem‑solving skillsIdentify operational or performance gaps and recommend corrective actionsMaintain confidentiality and uphold professional conduct at all timesAssist with sales opportunity assignment, follow‑up, and administrative tasksPrepare and distribute nightly activity and performance reportsCross‑cover duties and support center operations as needed Working Conditions Fully onsite role; remote work permitted only in rare emergencies with prior approvalLight 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 requiredMinimum 2 years of supervisory call center experienceProficiency in Microsoft Word, Excel, and PowerPointStrong time management, organization, and attention to detailPositive, self‑motivated, team‑oriented approachAbility to perform miscellaneous duties as assigned Benefits Pay: $21.50/hr + $2.00/hr evening differential after 6pm; overtime as neededPTO, Medical, Dental, Vision, and Life InsuranceCasual dress environment (jeans and sneakers permitted)Friendly, supportive team culturePerformance‑based incentives and growth opportunities