Job Information
OWENS CORNING CORPORATE SERVICES LLC Contact Center Team Lead in Toledo, Ohio
Contact Center Team Lead Location(s): Toledo, OH, US, 43659-0001 Function: Customer Operations Audience: Experienced Professional Work Arrangement: Hybrid Requisition ID: 68137 PURPOSE OF THE JOB The Get Pink Team Lead is accountable for leading and developing a team of people leaders who directly manage front-line Customer Solutions Agents and Specialists within a contact center environment. This role ensures the delivery of exceptional customer experiences, strong operational performance, and continuous improvement in response to inquiries regarding Owens Corning's products, loyalty programs and warranties/claims. The position collaborates closely with each business segment's Commercial Sales Leaders, Product Managers and Marketing Leaders to accelerate the brand and become the undisputed service leader. Reports to: Customer Solutions Operations Leader Span of Control: 5 direct reports JOB RESPONSIBILITIES Sets Direction & Daily Operations * Set a clear, compelling vision for contact center excellence that aligns with Customer Solutions strategy. * Use data, insights, and customer trends to shape strategy, influence decisionmaking, and anticipate future needs. * Set strategic direction while empowering Get Pink Lead Specialists to execute daily operations. * Provide operational leadership through direct reports to ensure service levels, productivity, quality, and customer satisfaction goals are achieved. * Set priorities, allocate resources, and guide leaders in resolving escalated issues. * Ensure compliance with business controls, policies, and regulatory requirements. * Routinely evaluate staffing needs and hire accordingly. Leadership & Talent Development * Coach, mentor, and develop people leaders to build strong leadership capability, accountability, and bench strength. * Create development plans, succession strategies, and growth opportunities for direct reports. * Foster an inclusive, engaged, and high-performing leadership culture. * Drive accountability through clear expectations, performance reviews, and data-driven coaching of direct reports. * Review and act on key performance indicators including service levels, productivity, quality audits, and customer feedback. * Recognize strong performance and address performance gaps promptly. * Create a positive, inclusive, and results-focused team culture. * Remove obstacles that prevent the team from achieving results. Customer Experience & Quality * Drive a customer centric mindset across the organization. * Support Quality Assurance programs and ensure consistent execution through leadership teams. * Promote strong business, customer, product, and technical knowledge across the organization. * Ensure knowledge management systems are accurate, accessible, and maintained. * Routinely monitor metrics, productivity and quality data to ensure goal attainment, efficiency and continuous improvement Continuous Improvement & Change Leadership * Partner with Marketing to provide operational support to key strategic initiatives. * Champion a continuous improvement culture by applying structured problemsolving and Leaninspired approaches to contact center processes. * Identify opportunities to improve efficiency, reduce waste, and enhance customer experience. * Lead leaders through organizational and operational change. JOB REQUIREMENTS MINIMUM QUALIFICATIONS & EXPERIENCE * 3+ years of people leadership experience, with demonstrated success leading other leaders. * Proven experience in customer service, contact center leadership, or similar serviceoriented environmen