Call Center Team Lead - In-Office

Description:CALL CENTER TEAM LEADResidential HVAC & PlumbingSeacoast Service PartnersLocation: Cape Coral / Fort Myers, FL 100% In-Office (No Remote or Hybrid)Pay: $27.00 $35.00 per hour + incentive compensationJob Type: Full-time, Non-Exempt (Hourly)Reports To: Shared Services ManagerAbout Seacoast Service Partners Seacoast Service Partners (SSP) is a growing, PE-backed residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands-on Call Center Team Lead to help stand it up and run it.Our Core Values guide everything we do:Working Together We are people who care about improving lives and our communities.Safety Above All We are dedicated to creating a safe workforce and workplace for every team member.Integrity & Trust We deliver the highest quality services to solve our customers' toughest challenges.Results & Growth We are committed to continuously striving for profitable growth and reinvestment in the future.Position Summary The Call Center Team Lead supports the day-to-day performance, quality, and development of a small Customer Service Representative (CSR) team (35 people) handling inbound and outbound communications across our home services operating companies. This role focuses on floor-level coaching, call quality, training reinforcement, and keeping the team on trackwhile also taking overflow calls as needed. The Team Lead reports to the Shared Services Manager, who provides broader oversight and handles higher-level responsibilities.What You'll Own Team Leadership & DevelopmentAssist with CSR onboarding and reinforce training on systems, scripts, and brand standardsSupport onboarding of new CSRs and reinforce training on systems, scripts, and brand standardsCoach and develop the team through 1:1s, call reviews, and group huddlesBuild and maintain call scripts, SOPs, objection-handling guides, and training materialsAnswer inbound calls as needed to support the team during peak volumeProvide real-time coaching and feedback to help CSRs stay on track and growQuality Assurance & Call MonitoringMonitor live and recorded calls daily using RingCentralScore calls against a defined QA rubric covering greeting, discovery, booking, and closingDeliver timely, actionable feedback and track coaching follow-throughIdentify systemic issues (script gaps, routing errors, training needs) and escalate with recommended fixesGoogle LSA Compliance & Lead ManagementMaintain Google Guaranteed / Local Services Ads accreditation across all managed accountsReview LSA leads daily and dispute invalid, spam, or out-of-area leads within Google's response windowTrack LSA lead-to-booking conversion and surface quality issues back to marketingKeep all compliance documentation (licensing, insurance, background checks) currentPerformance Reporting & AnalyticsBuild and maintain KPI dashboards covering booking rate, average handle time (AHT), CSAT, abandonment rate, and first-call resolutionProduce weekly and monthly performance reports for the leadership teamPresent insights, trends, and recommended actions in regular operations reviewsSystems & TechnologyManage CSR workflows, dispatch handoffs, and job creation in ServiceTitanMaintain CRM data hygiene, pipeline accuracy, and lead status disciplineConfigure and troubleshoot RingCentral call flows, IVRs, call queues, and reportingPartner with the marketing team on lead routing, call tracking, and attribution accuracyKey Performance Indicators You will be measured on:Google LSA accreditation and Google Guaranteed status maintained at all timesCustomer satisfaction (CSAT) rating of 4.8 / 5.0 or higherBooking conversion rate at or above targetAverage speed to answer under 30 secondsCall abandonment rate under 5%First-call resolution at 85% or higher100% of CSRs receive QA-scored calls each monthRequired Qualifications 2+ years in a call center or high-volume customer service environmentExperience in a team lead, senior CSR, or coaching role is a plusFamiliarity with ServiceTitan or similar field service software (preferred)Familiarity with RingCentral or similar phone/VoIP systemExperience working with a CRM or customer management systemBasic familiarity with Google Local Services Ads is a plus; willingness to learn is requiredStrong written and verbal communication skillsProficiency in Google Sheets or Excel for reporting and analysisProven ability to coach, develop, and retain front-line team membersHigh school diploma or equivalent requiredAbility to work 100% on-site at our Cape Coral/Fort Myers office (this is not a remote or hybrid role)Preferred Qualifications Experience in home services (plumbing, HVAC, electrical, or similar trades)Background in training design, QA frameworks, or call coaching methodologiesFamiliarity with call tracking and attribution platformsExperience in a multi-location or private-equity-backed operating environmentBilingual English/SpanishWhat We Offer Hourly pay of $27.00 $35.00 plus incentive compensation (direct commission + team performance override, with potential to earn an additional $12,000 $15,000 annually)Medical, dental, and vision insurancePaid time off and paid holidays401(k) with company matchClear growth path in a scaling, PE-backed home services platformOpportunity to build a centralized call center from the ground up with executive support and real budgetTo Apply Apply directly through Indeed with your resume. In your application, please share a specific call center KPI you've improved and how you did it.Seacoast Service Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.Requirements:Compensation details: 27-35 Hourly WagePI4aa00e0dbf24-26289-40393827