About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Energy, Oil & Gas.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

Confidential Client is seeking a Customer Contact Center Lead who will serve as an entry-level leader supporting front-line contact center staff. You will coach and guide employees who assist customers via phone, omni-channel, and in-person contacts; monitor performance and quality; and help drive process improvements that enhance the customer experience.

• Support, coach, and mentor contact center team members to improve service delivery
• Oversee day-to-day work management including calls, omni-channel contacts, correspondence, and administrative tasks
• Conduct periodic quality reviews and provide observations to supervisors
• Track schedules, overtime, and time-off and provide input as needed
• Review operational metrics and reports to proactively deliver results aligned with business goals
• Serve as a subject-matter contributor on departmental projects, including user acceptance testing when required
• Cascade communications and assistance to the team; assume leadership duties in the supervisor’s absence
• Participate in hiring/promotional interviews and training/knowledge-transfer activities
• Ensure safety and confidentiality of employee matters in a hybrid work environment
• Perform other duties as assigned

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Essential Qualifications

Required:

• High school diploma or GED
• Minimum 4 years’ experience in a call center, customer service, hospitality, or related environment
• At least 1 year serving as a mentor/coach to entry-level staff
• Availability to work flexible hours within Monday–Friday 7:00 AM–8:00 PM (covering customer care operations)
• Proficient with Microsoft Office and strong keyboarding skills
• Ability to multitask (handle calls while using multiple systems)
• Strong customer-service orientation, empathy, and interpersonal skills
• Effective time management and oral comprehension skills
• Solid problem‑solving ability

Preferred:

• Associate or bachelor’s degree
• Bilingual (Spanish preferred)

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Why This Role Matters

As a Contact Center Lead at Confidential Client in the Energy, Oil & Gas industry, you will help shape the customer experience and support the development of team members. This role is a growth opportunity for people leaders who want hands-on supervision experience and exposure to cross-functional initiatives (Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance, and Vendors).

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Benefits

Confidential Client offers a competitive benefits package to eligible employees, including:

• Flexible vacation, paid time off, and sick leave
• Health, dental, and vision insurance
• Short-term and long-term disability insurance
• 401(k) with company match
• Employee Resource Groups and professional development opportunities

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Compensation Range

$28 - $46 per hour (base pay). Final salary is determined based on qualifications, education, and experience. This range reflects base hourly pay and does not include benefits, bonuses, or other compensation.

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Work Authorization

Confidential Client is currently only considering applicants who are authorized to work in the United States now and in the future without the need for visa sponsorship.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.