Call Center Team Lead

Join CFG Bank as a Call Center Team Lead and play a pivotal role in ensuring our Call Center operates efficiently while maintaining the highest standards of service.

As a mentor for our Call Center Agents (CCAs), you will lead by example—resolving complex inquiries, coaching team members, and driving performance excellence.

• Supervise and support a team of Call Center Agents, providing guidance, feedback, and ongoing training.
• Monitor individual and team performance metrics, ensuring SLAs and quality standards are met.
• Conduct regular team meetings, coaching sessions, and performance reviews to foster growth and engagement.
• Serve as the primary escalation point for complex or sensitive customer inquiries.
• Manage scheduling, workload distribution, and compliance requirements.
• Identify opportunities to enhance customer experience and operational efficiency.
• Assist in developing and implementing new procedures, training programs, and technology solutions.

• At least 1–2 years in a leadership or supervisory role in a call center or customer service environment.
• Strong communication skills (written and verbal) and ability to coach and motivate team members.
• Excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Computer literacy and comfort with CRM and call center software.
• High school diploma or equivalent required; additional education or certifications in leadership or customer service preferred.

Wage range: $65,000 to $70,000 annually. Compensation determined based on Experience, Qualifications, and Internal equity.

• Health benefits:
  
  medical, dental, vision, disability, life, mental health support, wellness program.
• Paid time off: vacation days, sick leave, volunteer days.
• Retirement plan: 401(k) with employer match.
• Other compensation: discretionary annual bonus and overtime pay for non‑exempt positions.

CFG Bank is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities. If you require accommodations during the application process, please contact Talent Acquisitionk.

Reference: CFG Bank, Call Center Team Lead, Baltimore, MD. Application closure: (not specified).