Call Center Team Lead

Job Category

We are seeking a dynamic and experienced Team Lead, Contact Center/Compliance to oversee our contact center operations. Modernize's contact center focuses on outbound and inbound calls for the completion of contractor projects and homeowners looking to finance their home improvement needs in the home improvement industry, including roofing, windows, doors, siding, gutter installation, bathroom remodels, and HVAC replacements. The Team Lead, Contact Center/Compliance will be responsible for managing a team of supportive staff, as well as overseeing the US-based management team handling telephony, scripting, speech analytics, QA/QC, and KPI reporting to executive leadership. This role will involve driving revenue, implementing growth strategies, ensuring compliance with communication laws, optimizing performance metrics, and leading roadmap enhancements with General Manager and Head of Product.

Responsibilities

• Lead a customer-centric approach, prioritizing high-quality customer experiences, and developing strategies to improve customer satisfaction and loyalty.

• Develop and execute strategies to drive revenue growth, meet or exceed targets, and continuously improve performance metrics.

• Manage a team of contact center management, support staff, and agents, providing strong leadership, coaching, and professional development opportunities.

• Leverage contact center technologies, such as Five9 telephony, proprietary marketplace solution, Salesforce, and SMS platforms, to optimize operations and enhance performance.

• Ensure compliance with communication laws, including TCPA and state-specific regulations, and maintain a deep understanding of regulatory requirements.

• Drive a results-oriented culture, setting clear expectations, monitoring performance metrics, and implementing initiatives to drive continuous improvement.

• Collaborate effectively with cross-functional teams, including engineering, account management, compliance, and GM, to foster effective communication and alignment to achieve business objectives.

• Stay updated with industry trends, emerging technologies, and best practices in contact center management, proactively incorporating innovative approaches to enhance operations.

• Lead change management initiatives and demonstrate adaptability in navigating and leading through organizational changes.

• Exhibit the ability to successfully handle multiple projects and deliver results with high quality, accuracy, and extreme attention to detail to manage issues, risks, and optimizations.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field (preferred but not required).

• Proven experience (5 years+) in contact center management, preferably in outbound account management, lead generation, or customer support/sales environments.

• Strong knowledge of home improvement industry practices, lead generation processes, and compliance regulations, including TCPA and state-specific telephony and SMS compliance. Experience with contact center technologies, such as Five9 telephony and SMS platforms, leveraging technology to optimize operations.

• Excellent leadership and team management skills, with the ability to motivate and develop high-performing teams.

• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.

• Strong presentation and collaboration skills; ability to communicate at a high level across a diverse team of stakeholders.

• Intrinsic motivation, problem-solving abilities, and organizational skills.

• Continuous learning mindset, staying updated with industry trends and actively seeking professional development opportunities.

The expected salary range for this position is $50,000 USD to $80,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.

#LI-REMOTE