Customer Service Team Lead
About The Position
Customer Service Team Lead About Us Passport Health is the largest and leading provider of travel medicine and immunization services in North America. With more than 300 clinic locations, a deep vaccine inventory, and rigorously trained medical professionals, we set the industry standard in travel health services. We strive to be travelers’ one-stop shop for vaccinations, travel documents, and travel supplies—delivering what our clients need, when they need it. Position Summary The Customer Service Team Lead is responsible for delivering quality and efficient customer service through the daily management of a team of Customer Service Representatives (CSRs). This role provides hands-on leadership, coaching, and operational support to ensure service standards are met and exceeded. The Team Lead partners closely with Call Center leadership to support staffing, training, scheduling, and recognition programs while maintaining a high-performing, positive work environment.
Requirements
- High School Diploma or GED required.
- Minimum 2 year of leadership experience in a call center or customer service environment.
- Proven coaching and performance management experience.
- Strong attendance, punctuality, and reliability (essential in a call center environment).
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint); Google Workspace experience is a plus.
- Ability to quickly learn internal systems such as Passageware, Twilio, and other CSR platforms.
- Strong problem-solving skills and ability to manage workload effectively.
- Ability to coach team members through interpersonal conflict, customer challenges, and performance expectations.
- Strong communication skills, both verbal and written.
- Ability to work independently and follow directives with minimal supervision.
- Flexible schedule availability, including rotational Saturdays and Sundays.
Responsibilities
- Provide daily direction and communication to ensure calls are handled in a timely, efficient, and knowledgeable manner.
- Conduct a minimum of two quality audits per CSR per month (additional audits for developing team members).
- Deliver consistent statistical and performance feedback with coaching for improvement.
- Write and administer performance reviews or disciplinary concerns in alignment with company policy.
- Prepare and deliver corrective action documentation when required.
- Foster a positive, high-quality work environment that motivates team members to perform at their highest level.
- Lead by example with professionalism, accountability, and a positive attitude.
- Evaluate processes and procedures on an ongoing basis.
- Recommend and implement improvements to increase operational efficiency and customer satisfaction.
- Assist Call Center leadership with staffing analysis, training initiatives, scheduling, and recognition programs.
- Participate in special projects and continuous improvement initiatives.
- Communicate department or employee concerns appropriately through leadership channels.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
