Emergency Response Center Team Lead

Job Title: Emergency Response Center Team Lead (Water Mitigation / Emergency Services)Job Type: Full-TimeLocation: Tampa, FL & Lenexa, KS (In-person) About Us We are a leading multi-brand company in the water mitigation industry, providing fast, reliable support to customers during emergency situations. Our team plays a critical role in helping homeowners and businesses navigate stressful events with professionalism, urgency, and care. Position Overview We are seeking a proactive and dependable Emergency Response Center Team Lead to support daily call center operations and serve as a point of contact for team members during their shift. This is a hands-on role where you will actively handle inbound calls while also helping ensure quality, efficiency, and adherence to processes within the department. You will support multiple brands, each with its own call flows and procedures. All processes are documented, and you will be responsible for reinforcing consistency, accuracy, and service standards across every interaction. Key Responsibilities Handle inbound calls from customers needing water mitigation services  Gather and document critical job information accurately and efficiently  Route calls and job details to the appropriate service teams  Serve as a point of contact for agents for brand questions and support Help ensure team adherence to scripts, workflows, and service expectations  Monitor schedule adherence via Ring Central Contact Center and provide real-time guidance when needed  Assist with problem resolution and escalations  Maintain accurate records in CRM and communication systems  Support onboarding and ongoing training of team members  Assist the team in meeting departmental KPIs and brand expectations  Maintain a positive, supportive work environment Qualifications 2+ years of call center or customer service experience  Prior experience in a lead, senior agent, or informal leadership role preferred  Strong verbal and written English communication skills  Ability to stay calm and make decisions in high-pressure situations  Detail-oriented with the ability to enforce structured processes  Strong problem-solving and multitasking skills  Proven reliability, punctuality, and accountability  Comfortable using CRM systems and tools such as Microsoft Outlook, Teams, and RingCentral  Preferred Qualifications Experience in water mitigation, restoration, or emergency services  Experience supporting multiple clients, brands, or workflows  Experience coaching or mentoring team members  Benefits Choice of 4 medical plans, including one $0-cost plan for employees  FSA medical and dependent spending account HSA available with high-deductible plan Vision and dental insurance (multiple plan options available)  Company-paid short-term and long-term disability  Company-paid life insurance  401(k) with company matching  Additional benefits including hospital, critical illness, and accident coverage  Paid time off and company holidays