Our mission is simple:

solve real-time problems with speed, care, and precision while providing our team members with clear paths for career advancement. If you're looking for a workplace where your daily impact is celebrated, you'll feel right at home here. Job Overview As a Team Leader for a premier automotive brand, you'll supervise, coach, and empower a team of Roadside Support Representatives across phone, email, chat, and SMS channels. You'll balance real-time queue management, continuous agent development, and high-level escalations to maintain elite service standards.

Key Responsibilities Drive Team Performance:

Lead, mentor, and motivate a team of representatives to meet and exceed program KPIs, including quality, schedule adherence, customer satisfaction, and handle time.

Coach & Develop:

Conduct regular 1-on-1 coaching, side-by-side floor support, and quality assurance reviews to foster continuous growth and career advancement within your team.

Manage Operations & Escalations:

Serve as the primary point of contact for urgent customer escalations, dispatch roadblocks, and high-priority cases requiring leadership authority.

Maintain Real-Time Workflow:

Monitor queues and channel traffic (Voice, Chat, Email, SMS) in real time to ensure efficient workload distribution and rapid response times.

Collaborate & Report:

Track daily team trends, report operational service bottlenecks to leadership, and work with Training and QA teams to close skill gaps and update program workflows.

Train new hires:

Onboard and train new hires, ensuring a smooth transition into their daily roles and team workflows.

Qualifications & Requirements Education:

High School Diploma or equivalent required (Associate's or Bachelor's degree preferred).

Experience:

2+ years of leadership, supervisory, or team lead experience in a contact center environment required.

Hard Skills:

Advanced proficiency with CRM software, contact center routing tools, multi-channel support systems, and performance reporting.

Soft Skills:

Exceptional written and verbal English communication, decisive problem-solving abilities, high emotional intelligence, and strong conflict-resolution skills.

Flexibility:

Willingness to work flexible schedules, including weekends, holidays, or varied shifts based on operational needs. Preferred Qualifications (Optional) Direct leadership experience in automotive roadside assistance, emergency dispatch, or high-volume emergency response programs. Broad, general knowledge of automotive systems and vehicle roadside logistics. Proven track record of improving team retention, quality scores, and operational performance.

Why You'll Love Working Here Competitive Compensation Package:

Base hourly rate with performance-driven incentives.

Paid Comprehensive Training:

We set you up with full operational and system training before you go live.

Career Growth:

Gain high-value experience supporting a global automotive brand.

Collaborative Environment:

Work alongside a supportive team in a dynamic, diverse Las Vegas office.

Pay:

$23.00 - $25.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Paid training Vision insurance

Work Location:

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