Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Call Center Experience Escalation Management Process Management Daily Production Reports Knowledge Management Employee Onboarding Stakeholder Communications Agent-Based Model Service Level Management Employee Engagement Customer Centricity

Other Skills

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Distributed Team Management
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Coaching
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Communication
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Leadership
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Adaptability
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Teamwork
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Empathy
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Problem Solving

Roles & Responsibilities

Experience leading or supervising a call center or customer support team.
Strong coaching, training, and onboarding skills for new agents.
Experience managing remote or distributed teams, including shift scheduling and adherence to service levels.
Excellent communication and cross-functional collaboration skills to serve as a liaison between leadership and frontline agents; capable of handling reporting and performance metrics.

Requirements:

Perform essential contact center duties: handle calls, chats, emails, social inquiries, and resolve escalations.
Lead floor operations: first point of contact for floor issues and customer escalations; ensure timely, empathetic resolutions.
Shift and performance management: run opening shift, oversee schedule adherence, and coordinate real-time adjustments to maintain service levels; oversee remote agents and returns specialists.
People development and reporting: provide coaching, onboarding support, and ongoing agent development; support daily/weekly reporting and serve as liaison between Hawaii leadership and mainland agents.

Crazy Shirts

About Crazy Shirts

Crazy Shirts was founded in Hawaii in 1964. From its humble beginnings of airbrushing “undershirts” on the sidewalks of Waikiki, the Crazy Shirts brand has risen to be recognized as an international icon. Crazy Shirts set the trend in the 60’s and has continued to push the envelope ever since, pioneering “specialty dyed” products as well as the wildly popular “water-print” line (garments that change designs when wet). Innovation is a pillar that the company proudly stands on. Spanning more than 40 years, Crazy Shirts has become known for producing the most creative garments of the highest quality available in the marketplace. No detail is spared in the production of the world famous T’s. They are constructed of 100% ring-spun combed cotton with a seamless Lycra collar. These custom manufactured blanks are so specialized that there is currently only one company that is able to produce them to the exacting Crazy Shirts standards. In fact since 2001, nearly 25 manufacturers have tried and failed to measure up. The Crazy Shirts brand has grown to encompass a diverse product offering built around our storied Hawaiian roots. No longer simply the best T-shirt on the market, the timeless style now includes casual outerwear, pants, shorts, board shorts, stylish “crop pants”, fashion tops, caps and more. Fans from around the globe are able to enjoy Crazy Shirts in every season. Crazy Shirts products are available in 38 unique company owned retail locations in Florida, South Carolina, Nevada, California, Hawaii and Guam; as well as through the Catalog and in Cyberspace at crazyshirts.com. The sought after garments are also available in select “Duty Free” locations in Hawaii, Guam and Saipan.

Founded: 2018

Company size: 201 - 500

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Job description

SUMMARY:

Crazy Shirts’ purpose is to create original and memorable artwork on quality products that take our customers on the endless vacation in everyday life.

The Contact Center Lead supports this purpose by serving as a working lead—balancing direct customer interactions with leadership responsibilities. This role handles customer contacts, oversees the opening shift, supports operations and reporting, and acts as a bridge between Hawaii-based leadership and mainland coverage. Colorado remote agents and the Returns Specialists will report directly into this position.

ESSENTIAL JOB FUNCTIONS:

Perform the essential job functions of a Contact Center Agent, including handling calls, chats, emails, and social inquiries, as well as resolving escalations.
Serve as the first point of contact for floor issues and customer escalations, ensuring timely and empathetic resolutions.
Run the opening shift, oversee adherence to schedules, and coordinate real-time adjustments to maintain service levels.
Provide peer coaching, reinforce training, and assist with onboarding new agents. Encourage development through best practices and knowledge sharing.
Support daily/weekly reporting and serve as the communication link between Hawaii leadership and mainland agents.
Encourage team morale through recognition and ongoing engagement activities that align with Crazy Shirts’ values of Integrity, Teamwork, Trust & Respect, and Performance Excellence.
Provide daily oversight and support for the Remote Contact Center Agents and Returns Specialists, ensuring consistency in processes, reporting, and alignment with Contact Center policies.
Perform other duties as assigned by manager or supervisor.