Job Description

EXCITING OPPORTUNITY: Call Center Manager / Lead

Location: Lombard, IL

Compensation: $75K-$90K/yr (On-Track Earnings)

Job Type: Full-Time, Onsite

Industry: Floor Coatings / Concrete Coatings / Epoxy

Why Join Us?

TORQ Coatings is a growing coatings company seeking a hands-on Call Center Manager (or Lead) to oversee and optimize our customer service hub. This role is crucial for protecting the customer experience and driving operational excellence. If you are focused on quality and process improvement, this is an excellent opportunity. What sets us apart:

• High Earning Potential: $75K-$90K/yr (On-Track Earnings)
• Local Impact: Directly influence customer satisfaction and retention
• Stability: Full-time, onsite role in a rapidly scaling business
• Autonomy: Own and optimize all call center processes, staffing, and quality
• Growth Path: Opportunity to lead a growing team and integrate new AI tools

Your Role: What You'll Be Doing

• Build and maintain efficient schedules, coverage, and SLAs for incoming customer calls ( Queue & Staffing )
• Review calls, provide consistent coaching, and enforce scripts/quality standards ( Quality & Coaching )
• Protect the overall customer experience by focusing on tone, empathy, and clear next steps ( Customer Focus )
• Own and document call flows, escalation rules, and knowledge base documentation ( Process Ownership )
• Maintain clear communication with sales, operations, and field teams regarding call center issues, trends, spikes, and demand ( Cross-Team Communication )
• Ensure service levels are consistently hit (speed to answer, abandon rate, wait times)

Minimum Requirements

• 1+ year leading a team in a call center or similar customer service environment
• Proven ability to manage schedules, coverage, and service level agreements (SLAs)
• Experience with quality monitoring and call representative coaching
• Ability to build and document repeatable processes and escalation rules
• Strong focus on customer empathy and satisfaction
• Openness to integrating and working with new AI tools
• Located near or willing to commute to the Lombard, IL office (Onsite)

Compensation & Schedule

• Earnings: $75K-$90K/yr (On-Track Earnings)
• Benefits: Stability, career development, and the opportunity to lead a critical team
• Schedule: Full-Time, Onsite with a commitment to covering call center operating hours in Lombard, IL

Our Core Values :

• TENACITY: We push through challenges
• OWNERSHIP: We take responsibility for results
• UNITY: We win together, not alone
• GRIT: We put in the sweat that earns respect
• HEART: We love what we build & who we build it for

Ready to Build Your Career While Making a Local Impact?

This isn't just another supervisory job-it's your opportunity to apply operational rigor and quality control to a vital customer-facing team. Join our team and take your career to the next level in a company that values great service, process control, and team communication.

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