People Lead, Contact Center
About The Position
The People Lead for Customer Service leads day-to-day contact center operations for teams supporting high-value merchant clients. The role is accountable for exceptional service delivery, operational efficiency, strong internal relationships, team performance, coaching, and continuous improvement. The People Lead develops high-performing employees and fosters a customer-centric culture while supporting team success and client satisfaction. This position works in a hybrid arrangement, onsite three days per week (Tuesday, Wednesday, and Thursday), and leads both in-office and remote team members. The role requires flexibility to support business needs and operational requirements.
Requirements
- High school diploma or GED.
- 3–5 years of leadership experience in contact center, customer service, or operations environments.
- Demonstrated success leading and developing teams, including frontline employees and people leaders, through coaching, mentoring, and talent development.
- Ability to drive operational results through performance management, accountability, and day-to-day business oversight.
- Strong leadership, communication, and interpersonal skills, including the ability to motivate, engage, and retain high-performing teams.
- Analytical, results-oriented approach, with experience interpreting performance metrics, solving complex problems, and implementing continuous improvement initiatives.
- Proficiency with contact center technologies, workforce management tools, quality monitoring systems, Microsoft Office Suite, and other business applications.
- Customer-focused approach, strong organizational skills, and ability to collaborate across functions.
- Experience leading onsite and remote teams in a hybrid work environment.
- Must be legally authorized to work for any employer in the United States on a full-time basis without current or future immigration sponsorship.
Nice To Haves
- Associate's or Bachelor's degree in Business, Management, Communications, or a related field.
- Experience leading multiple teams within a contact center environment.
- Experience with workforce management, quality monitoring, and customer service platforms.
Responsibilities
- Lead, coach, and develop customer service representatives, fostering accountability, engagement, collaboration, and continuous improvement.
- Manage talent initiatives, performance management, employee relations, and customer-focused service excellence.
- Oversee daily call center operations, optimize workforce resources, and monitor performance and service metrics.
- Ensure compliance with company policies and regulatory standards.
- Resolve escalated customer issues to achieve service, quality, and productivity objectives.
- Evaluate customer interactions and coach teams on performance improvements.
- Identify and resolve root causes of service issues and partner with cross-functional stakeholders to improve support processes and customer outcomes.
- Analyze operational performance metrics and KPIs to identify opportunities, drive efficiencies, and improve customer outcomes.
- Provide leadership with actionable insights and recommendations supporting service excellence and organizational effectiveness.
- Lead onsite and remote team members effectively and flexibly support business and operational needs.
Benefits
- Opportunities to grow skills and build a career within a global business.
- Access to learning, development, and on-the-job experiences.
- Supportive, inclusive team environment.
- Time to give back through community and charity initiatives.
- Global employee assistance program to support wellbeing.
- Recognition through a global platform that celebrates achievements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
