Contact Center Team Lead

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 environments.
* Bachelor's degree preferred.

EXPERIENCE
* Strong business acumen and analytical capability; able to use data to inform strategy and decisions.
* Experience in project management, dispute resolution, and continuous improvement.
* Experience in Building Materials industry.

KNOWLEDGE, SKILLS & ABILITIES
* Ability to set clear goals, influence across functions, and translate strategy into action through leaders.
* Exceptional coaching, communication, and talent development skills.
* Strong change leadership and comfort operating amid ambiguity.
* Customercentric mindset with a passion for strengthening experience and brand loyalty.
* Anticipates needs of our customers and organization; exceeds expectations through proactive improvements.
* Inclusive leadership style that builds belonging, collaboration, and shared accountability.
* Models confident decisionmaking in fastmoving environments and coaches others on how to evaluate options and make independent decisions.
* Working knowledge of Microsoft applications (Outlook, Word, Excel, and PowerPoint).

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