Call Center Team Lead

Overview

Role: Call Center Team Lead

Location: Remote

Term: Contract

Pay Rate: $20.5/hr w2

Job Summary:

The Call Center Team Lead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The Team Lead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.

• Team Supervision
  • Lead, manage, and support a team of call center agents to ensure they deliver high-quality customer service.
  • Assign daily tasks, manage workloads, and ensure appropriate shift coverage.
  • Monitor agents’ performance in real-time and provide immediate support as needed.
• Performance Management
  • Track and evaluate agent performance against key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
  • Conduct regular performance reviews and one-on-one meetings with agents to discuss performance, set goals, and provide constructive feedback.
  • Develop and implement action plans to improve individual and team performance.
• Training and Development
  • Onboard new call center agents and provide ongoing training to ensure they understand company policies, procedures, and product/service offerings.
  • Identify training needs and coordinate with the training department to deliver relevant training sessions.
  • Encourage continuous learning and skill development among team members.
• Quality Assurance
  • Ensure that all customer interactions adhere to company standards and quality guidelines.
  • Conduct call monitoring and quality assessments, providing feedback to agents to help them improve their customer service skills.
  • Work closely with the Quality Assurance team to identify trends and areas for improvement.
• Problem Resolution
  • Handle escalated customer issues that require advanced problem-solving skills.
  • Collaborate with other departments (e.g., technical support, billing) to resolve complex customer inquiries and complaints.
  • Maintain accurate records of escalations and resolutions.
• Reporting and Analysis
  • Generate and analyze reports on team performance, identifying trends and areas for improvement.
  • Provide regular updates to the Call Center Manager on team performance and operational issues.
  • Participate in strategy meetings to discuss performance metrics and contribute to the development of call center policies and procedures.
• Motivation and Engagement
  • Foster a positive and productive work environment by recognizing and rewarding high performance.
  • Organize team-building activities and initiatives to maintain high morale and engagement.
  • Act as a role model for agents, demonstrating professionalism, integrity, and a commitment to customer service excellence.

• Experience:
  
  Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
• Education:
  
  High school diploma or equivalent (Bachelor’s degree in Business, Communications, or a related field is a plus).

To apply, please send your resume to