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Contact Center Team Lead
Owens Corning
Toledo, OH, USA
Posted on Feb 25, 2026
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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