Contact Center Lead
$60,000–$75,000 year
On-site · Fife, Washington, United States
Job Summary
On-site Contact Center Lead responsible for real-time escalations, coaching Scheduling Specialists, monitoring queues and KPIs, and supporting adherence to schedules and quality standards. Partners with the Contact Center Manager to identify performance gaps, implement improvements, and assist with onboarding of new hires. Requires 2+ years of customer service experience and a high school diploma or equivalent; role emphasizes coaching, problem-solving, teamwork, and a sales-minded approach to appointments. Location is Fife, WA; role includes evenings/weekends with 40 hours per week. Familiarity with Five9, ServiceTitan (or CRM), and related tools; strong communication, organization, and positive, solutions-focused work environment are essential.
Required Qualifications
- 2+ years of experience in customer service required, call center, or phone-based scheduling experience preferred
- Previous leadership experience (team lead, floor support, SME, or equivalent) highly preferred
- High school diploma or equivalent required
- Willingness to work flexible hours, including evenings or weekends as needed
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