Call Center Team Lead


Date Posted:
Requisition Number:
Call Center



The Call Center Team Lead will deliver excellent customer care and create sustainable value for customers. The Lead will handle agent questions on the call center floor as floor support.


Essential Job Functions:

Direct report to Senior Supervisor

Technical expert for assigned team

Responsible for supporting the supervisor in daily operation of the team and for leading the team with support from the Senior Supervisor in the supervisor's absence

Ensure that metrics and stats are at or above goal or client expectations. 

Run and manage reports for agents on metrics and stats

Correctly answer questions regarding processes, policies and performance

Assist supervisor in monitoring CSR activity in RTR and RTA to help with agent handle time, efficiency and schedule adherence

Assist supervisor in conducting side by side monitors with agents and assist with documenting the results by providing written feedback to the supervisor for coaching

Handle inbound calls to fill in for staff shortages and take assist/escalate calls for a minimum of 10 hours a week

Assist CSR's by answering customer questions by providing guidance and technical support when needed

Assist in identifying system issues and call trends by escalating information to supervisors

Maintain sincere interest in providing stellar customer care

Understand customer needs, determine the appropriate course of action to meet those needs and complete or initiate transaction

Exercise independent thinking in meeting customer needs

Combine knowledge of product, good work ethic, effective time management skills and human relations skills to meet performance standards and positively influence the client's image

Ability to process information quickly and accurately

Ability to work under time constraints

Ability to understand and apply new concepts

Ability to analyze information and evaluate results

Ability to effectively deal with complex customers

Ability to heal customer relationships by defusing angry and upset customers

Demonstrate a commitment to learning quickly and effectively applying knowledge

Demonstrate a commitment to supporting a productive, positive work environment

Attention to detail, documentation and follow-up  

Minimum Requirements


Experience Required:

High school diploma or equivalent

Six months prior call center or customer service related experience preferred

Knowledge of mainframe and computer (PC) and internet applications

Microsoft Office applications

Excellent telephone tact and diplomacy

Excellent written, verbal and interpersonal communication skills with supervisors, peers and customers

Proficiency in keyboarding/data entry

Good oral and written communication skills demonstrated by use of correct grammar and terminology

Time management skills

Dependable, accurate and detail oriented


Final candidates for this position will need to successfully complete drug screening and a background investigation, which may include a criminal and credit check