Contact Center Team Lead

United Community Bank•Laurens, SC

2d•Onsite

About The Position

United Community is seeking an experienced Contact Center Team Lead to directly supervise and support a team of Customer Service Specialists. This role is essential in driving agent performance, supporting Contact Center goals, and fostering a positive, engaging work environment. The Contact Center Team Lead will provide coaching, training, and daily guidance to ensure exceptional customer service, strong agent development, and consistent adherence to policies and procedures. This is a highly impactful leadership role offering the opportunity to shape the customer and employee experience within the United Community Customer Contact Center.

Requirements

High school diploma or equivalent required; Bachelor’s degree preferred.
3+ years’ experience in branch, operations, retail, or similar customer-facing environment required.
Contact Center or customer service–focused experience preferred.
Experience in financial services, banking technology, or software platforms with multi-disciplinary proficiency.
Leadership, supervisory, or training experience preferred.
Proven ability to lead with professionalism, care, respect, and consistency.
Demonstrated ability to influence, support leadership decisions, and foster collaboration.
Strong support of policies, procedures, and organizational standards.
Demonstrated commitment to customer service excellence and United Community’s service values.
Proficiency in email, chat, and other electronic communication methods.
Strong working knowledge of banking systems and technology.
Proficient in Microsoft Office and standard office equipment.
Strong risk awareness and adherence to policy and procedure.
Excellent organizational skills, task prioritization, and time management.
Ability to multi-task with attention to detail and accuracy.
Self-motivated and dependable, with a high regard for confidentiality across all communication formats.
Excellent interpersonal, verbal, and written communication skills.
Strong analytical, problem-solving, and judgment skills.
Sense of urgency in decision-making with accuracy and confidence.
Thorough and consistent follow-up and follow-through.
Demonstrated ability to model appropriate personal and professional conduct.
Commitment to achieving both personal and team performance goals.
Successful completion of all required training with a Successful rating or above.
Participation in Compliance, BSA/AML, and all required training programs.
Active participation in coaching sessions, training, and team huddles.
Ability to work a set or rotating schedule, including evenings and Saturdays.
Must pass a background & credit check.

Nice To Haves

Bilingual or Spanish-speaking ability a plus.

Responsibilities

Create a positive, dynamic work environment that promotes engagement, growth, and retention for all agents.
Lead, support, and mentor Customer Service Specialists with professionalism, fairness, and alignment to Contact Center leadership directives.
Exercise sound judgment while reviewing and approving escalated customer requests within Contact Center authority guidelines.
Drive continuous improvement efforts focused on First Call Resolution and overall customer experience.
Monitor and manage team attendance, scheduling, and time-away requests in accordance with department standards.
Utilize Workforce Management tools to ensure adequate staffing levels are maintained.
Lead, participate in, and develop content for team huddles.
Conduct quality assurance reviews across all agent communication channels, ensuring compliance with policies, procedures, and service standards.
Track and evaluate agent performance through monthly scorecards.
Conduct monthly coaching sessions, encouraging open communication and confidential dialogue about performance and concerns.
Perform monthly remote side-by-side engagements to support quality monitoring and agent development.
Partner with leadership to create and implement recognition and incentive programs that reward positive behaviors and outcomes.
Work closely with designated training staff to ensure agent development, skill-building, and ongoing proficiency.
Identify training/performance gaps and recommend strategies to close them.
Complete periodic and annual performance reviews for assigned staff.
Exercise authority regarding performance appraisals, promotions, pay recommendations, development plans, and terminations (in partnership with Supervisor/Manager).
Participate in interviewing and hiring processes.
Support departmental continuous improvement efforts and contribute to Contact Center best practices.
Manage escalated customer interactions to ensure thorough follow-up and resolution.
Participate in weekly leadership meetings, sharing ideas, feedback, and action plans to drive performance and engagement.
Attend monthly coaching sessions with leadership for personal development.
Ensure team adherence to all United Community Bank standards, policies, and procedures.
Support agents during high-volume events, outages, and mergers across all communication channels.
Lead or support special initiatives and projects as assigned.
Other duties as assigned.