Customer Service, Team Lead
About The Position
The Customer Service Team Lead is responsible for guiding and supporting a team of customer service representatives to deliver high-quality, consistent support to customers. This role serves as a key liaison between frontline agents and leadership, ensuring team performance aligns with service standards, operational goals, and customer expectations. The Team Lead monitors day-to-day operations, provides coaching and development, and helps drive continuous improvement in both individual and team performance. They play a hands-on role in resolving issues, maintaining service levels, and fostering a positive, collaborative team environment in a fast-paced call center setting.
Requirements
- Ability to manage shifting priorities and timelines
- Ability to work in a team
- Ability to communicate effectively with people at all levels
- Positive attitude and passion for customer service
- Ability to strive in a fast-paced environment and adapt to change
- Training experience
- Strong critical thinking, planning and prioritization skills
- Ability to work under pressure and meet deadlines
- Demonstrated ability to solve problems
- Associate degree OR 2+ years relevant experience preferred
- Experience with MS Office, Google Suite, CRM applications
Nice To Haves
- Insurance experience is preferred
- Call Center or Customer Service experience a plus
- Bi-lingual a plus
Responsibilities
- Oversee a team of customer service representatives, providing guidance and training
- Monitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growth.
- Use expertise to ensure team’s understanding of scope of work
- Assist in improving team’s product knowledge
- Bridge gap between management, QA, and agents
- Coordinates/monitors daily work adherence to schedules and assignments
- Tracking SLA’s and other important KPI’s/metrics, and maintaining records for all agents
- Serve as a main point of contact for CSA’s
- Provide input into performance goals process and hiring decisions
- Weekly meetings with management to discuss team metrics, development, and update on CSA’s
- Meetings with team to provide updates on metrics
- Provide floor support/assistance to agents
- Additional duties as needed to support this position
Benefits
- medical, dental, and vision insurance
- a 401(k) plan
- strong commitment to work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
