Call Center Team Lead

Call Center Team Lead - MKD Kitchen and Bath Company Overview MKD Kitchen and Bath has been a trusted provider of high-quality kitchen and bath remodeling solutions for over 75 years. We specialize in delivering exceptional service to our clients through expert remodeling services, including cabinet refacing, countertop installations, and full kitchen and bath transformations. As a family-owned company, we are committed to customer satisfaction and operational excellence, and we’re looking for a Call Center Team Lead to join our growing team. Position Overview We’re seeking an experienced and motivated Call Center Team Lead to oversee the daily operations of our call center, ensuring top-tier customer service and seamless appointment-setting for our sales team. This role is critical to our customer journey, as it connects prospective clients with the services they need to transform their homes. The ideal candidate will have a proven track record in leadership, exceptional communication skills, and a strong focus on customer satisfaction. Hours and Schedule The call center operates Monday through Friday from 9 a.m. to 8 p.m. and Saturday from 10 a.m. to 7 p.m. The Team Lead will work shifts within these hours and will be required to work every other Saturday. Responsibilities • Lead and supervise a team of call center representatives, ensuring they deliver high-quality service and meet performance targets. • Train and develop team members to enhance their skills and promote professional growth. • Monitor and analyze call metrics to identify areas for improvement and implement strategic solutions. • Communicate regularly with team members, providing feedback, resolving issues, and motivating staff to achieve goals. • Engage with customers as needed to resolve conflicts and promote a positive customer experience. • Work closely with management on initiatives to improve call center efficiency and service delivery. • Support recruitment efforts for new call center talent, helping to build a strong, capable team. • Ensure team adherence to company policies and promote a positive, collaborative work environment. Requirements • Proven experience in a call center environment with leadership or supervisory responsibilities. • Strong verbal and written communication skills, with the ability to effectively engage with customers and team members. • Ability to manage and motivate a diverse team, fostering a supportive and collaborative atmosphere. • Excellent customer service skills, with a proactive approach to resolving issues. • Proficiency in analyzing data to drive performance improvements. • Background in sales or project management is a plus. • Bilingual in Spanish is highly desirable but not required. • Flexible availability to meet the demands of the business. Join MKD Kitchen and Bath as we continue to set the standard in home remodeling services and support our team’s growth and development! Job Type: Full-time Pay: $18.28 - $21.17 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Flexible schedule • Health insurance • Paid time off • Paid training • Vision insurance Schedule: • Evening shift • Weekends as needed Experience: • Call center: 1 year (Required) • Leadership: 1 year (Required) • Customer service: 1 year (Required) • Inside sales: 1 year (Required) Location: • Ann Arbor, MI (Preferred) Work Location: Remote Apply Job!