As a Call Center Team Lead, you will play a key role in driving agent performance, ensuring service excellence, and fostering a positive team culture. You will be responsible for leading a group of customer service agents, providing day-to-day coaching, and ensuring adherence to quality standards and operational goals. In this role, you'll monitor KPIs, assist with escalated customer issues, and serve as a liaison between your team and the client. You'll collaborate closely with Quality Assurance, Training, and Workforce Management teams to support continuous improvement and deliver an outstanding customer experience. This position is ideal for someone who thrives in a fast-paced environment, enjoys mentoring others, and has a strong understanding of contact center operations.
Responsibilities
- Manage and support a team of call center agents by providing daily guidance, motivation, and accountability to ensure individual and team success.
- Provide real-time agent coaching to ensure they are consistently meeting performance metrics and effectively using soft skills such as active listening and de-escalation to deliver high-quality customer service.
- Collaborate with QA and Training teams to ensure agents are knowledgeable about current policies, procedures, and new implementationsand consistently adhere to them.
- Handle escalated calls and apply SOP expertise to identify solutions that align with both customer needs and company policies.
- Use a deep understanding of SOPs and call trends to provide feedback to the client on potential process improvements or new policy implementations.
Qualifications
- High school diploma; some college coursework or college degree preferred.
- Minimum of 2 years of experience in a supervisor role.
- Excellent verbal and written communication skills.
- Ability to provide clear and constructive feedback.
- Experience handling escalated calls and thinking outside the box to find solutions.
- Proficient in MS Office Applications (Word, Power Point, Excel).
- Strong knowledge of credit card industry preferred.
