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 representatives.
• Monitor call queues, service levels, and agent adherence; address issues promptly.
• Resolve escalated customer calls using strong product knowledge and problem‑solving skills.
• Identify operational or performance gaps and recommend corrective actions.
• Maintain confidentiality and uphold professional conduct at all times.
• Assist with sales opportunity assignment, follow‑up, and administrative tasks.
• Prepare and distribute nightly activity and performance reports.
• Cross‑cover 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,