Call center team lead - hybrid

Coforge • Charleston, WV

11d • Hybrid

About The Position

Coforge Ltd. is seeking a Call Center Team Lead to oversee call center agents and support high-quality customer service and efficient operations. The role involves training and coaching team members, monitoring performance, addressing escalated customer issues, and ensuring adherence to company policies and procedures. The team works in a hybrid environment in South Charleston, West Virginia, and emphasizes collaboration, continuous improvement, and a positive, inclusive culture.

The position pays $20 per hour on W2. Candidates should have call center experience, strong leadership and communication skills, and familiarity with call center software, CRM tools, performance metrics, reporting, and Microsoft Office. A high school diploma or equivalent is required; a degree is preferred.

Requirements

• Call center experience; the posting specifies a minimum of 2 years in a leadership role in one section.
• Strong interpersonal and communication skills.
• Ability to motivate and inspire team members and foster a positive team environment.
• Proficiency with call center software and customer relationship management (CRM) tools.
• Knowledge of performance metrics and reporting processes, with the ability to analyze metrics and drive improvements.
• Problem-solving and decision-making skills, including the ability to make decisions under pressure.
• Experience with conflict resolution and customer service best practices.
• Strong organizational and time-management abilities.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• High school diploma or equivalent.
• Availability to work in a hybrid model and understanding of the technology needed for effective remote management.

Nice To Haves

• A degree is preferred.
• Call center leadership experience is preferred.

Responsibilities

• Lead, manage, and mentor a team of call center agents or representatives, providing guidance and support to achieve performance targets.
• Monitor calls and team performance, provide constructive feedback, and improve productivity and customer interactions.
• Facilitate training for new and existing team members on processes and protocols.
• Analyze performance metrics and reports, and implement strategies to improve team effectiveness.
• Handle escalated customer issues and resolve conflicts promptly and professionally.
• Collaborate with other departments to enhance the overall customer experience.
• Maintain accurate reports on team performance metrics and outcomes.
• Maintain up-to-date knowledge of company products and services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED