Senior Team Lead, Call Center

4 days ago

Remote, Oregon, United States Porter Cares, Inc. Full time $60,000 - $120,000 per year

Porter is hiring for a Call Center Manager

We are seeking a driven, hands-on Senior Team Lead to take ownership of day-to-day call center performance.

The ideal candidate thrives in high-intensity, fast-paced settings, is data-driven and decisive, and has a proven track record of scaling contact center performance with predictable and measurable results.

Key Responsibilities:

Oversee daily and hourly call center operations to ensure performance metrics and KPIs are consistently met.

Drive team and individual productivity, ensuring schedulers and call center agents are executing efficiently and effectively.

Actively monitor performance throughout the day—identifying issues, escalating when needed, and pivoting priorities as business needs evolve.

Address productivity and performance gaps immediately, providing coaching, corrective action, or escalation as appropriate ("fix or fire fast").

Foster accountability and results orientation, creating a high-performance culture focused on speed, precision, and execution.

Collaborate with leadership to implement process improvements, optimize workflows, and ensure operational excellence.

Qualifications:

  • 3–5+ years of experience in call center operations, workforce management, or team leadership roles.
  • Proven ability to manage, coach, and drive performance in a fast-paced, metrics-driven environment.
  • Strong communication and decision-making skills with the ability to act quickly and effectively.
  • Demonstrated experience handling real-time operational challenges and adapting to shifting priorities.
  • High energy, resilient, and assertive—someone who thrives under pressure and leads by example.

Benefits of Working with Porter:

  • Remote work environment
  • Medical, dental and vision benefits within 30 days of hire
  • Paid vacation and holidays
  • A fun team and special culture

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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