Compass Self Storage · 14 hours ago
Call Center Team Lead
Cleveland, OH
Full-time
Hybrid
Mid Level
3+ years expCompass Self Storage is a growing self-storage company based in Cleveland, seeking a Call Center Team Lead to manage a team of remote agents. The role involves coaching, training, and ensuring performance metrics are met while providing support to agents and customers.
ConstructionReal EstateSelf-Storage
Responsibilities
Create and update various reports using Excel and 3rd party reports. Update daily, weekly and monthly as needed to remain current
Assist with reviewing resumes/applications that arrive via Zip Recruiter, Indeed, email, etc. and conduct preliminary interviews with candidates
Assist with onboarding and training new hires
Provide regularly scheduled coaching to agents to improve performance
Assist agents with all questions regarding processes, procedures and disciplinary actions
Provide any escalation necessary to either site managers, area managers or district managers, etc., for any “emergency” situation that may arise at a store location before or after hours
Oversee and ensure conflict resolution between agents and customers
Ensure all agents are achieving the various established performance metrics and taking coaching/corrective action as needed to achieve and maintain those metrics
Assist with reviewing and tracking agent schedules so all call center hours of operation are adequately staffed
Ensure that all employees follow and understand all company policies and procedures
Answer incoming calls on as needed basis
Other responsibilities as assigned
Qualification
Required
Minimum of a High School Diploma or Equivalent
Minimum of 3-5 years in a call center environment
Excellent Communication, Management, Conflict Resolution and Interpersonal Skills
Ability to Coach, Lead and Motivate Team Members
Proficient with Microsoft Office Programs with a particular emphasis on Excel
Experience leading and managing a team of sales and customer service agents, preferably in a remote environment
Strong coaching and development background
Solid understanding and experience with reporting and Excel
Access to a quiet/private working environment that is free of distractions and external background noise
Reliable internet connection with minimum capabilities of 10 mbps upload and 40 mbps download
Preferred
Associate's or Bachelor's in a related field
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Vision insurance
Company
Compass Self Storage
Compass Self Storage is a self storage centers operator that assists customers with both their residential and business storage needs.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sarah Cantrell
General Manager
Recent News
Compass Self Storage
2025-06-06
Compass Self Storage
2025-04-08
Hartford Business Journal
2025-03-10
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