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 decision‑making, 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 problem‑solving and Lean‑inspired 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 service‑oriented 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.
•    Customer‑centric 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 decision‑making in fast‑moving 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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