Call Center Lead

Remote / Online - Candidates ideally in
Cape Town, 7100, South Africa

Listing for: Sportsman's Warehouse

Full Time, Remote/Work from Home position
Listed on 2026-06-14

Job specializations:

Customer Service/HelpDesk
Customer Service Rep, Bilingual, Call Center / Support, HelpDesk/Support

Benefits: Health/Dental/Supplimental Insurance, 401K Match, On Site Market, Fun Enviornment, ESPP, PTO

This postiton requires in office work and is not a work from home position.

Shift: Tuesday through Saturday 9:30am - 6:00pm

Purpose of Position:

The eCommerce Customer Service Lead trains , and motivates Customer Service Representatives to provide excellent service to customers. They will assist with collection, analysis, and distribution of data to improve the overall quality of the eCommerce Customer Service team.

Essential Duties and Responsibilities:

Answer Customer Service Representative questions.

Guide Customer Service Representatives through difficult calls or situations, diffuse tense situations, and/or handle issues that cannot be fielded by the Customer Service Representatives.

Assist other management team members in identifying trends and establishing contact center goals.

Prepare reports and analyze contact center data to improve processes, ensure resources are properly allocated, and efficiency is maximized.

Understand company products, services, and policies.

Authorize replacements or refunds.

All other duties as assigned.

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