Team Lead Customer Service

Systems Integration • Bethesda, MD

8d

About The Position

Team Lead Call Center Operators Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking Team Lead Call Center Operators to oversee all daily operations for a government contact center in the healthcare/medical domain, ensuring consistent, high‑quality service delivery across a 24x7x365 environment. This role provides frontline leadership, monitors team productivity, supports process adherence, and serves as an escalation point for complex customer issues. The Supervisor/Team Leads ensure consistent communication, accurate reporting, and smooth execution of operational tasks aligned within organizational goals.

Requirements

• High school diploma or equivalent required.
• Five (5) years of experience as a call center supervisor, team lead, or similar leadership role, preferably within the medical or healthcare customer service environment.
• Demonstrated experience supervising frontline customer service staff in a fast‑paced, high‑volume call center.
• Strong understanding of call center operations, including call flows, metrics, service levels, and performance management.
• Experience using call center technologies such as ACD systems, CRM platforms, ticketing systems, and call monitoring tools.
• Solid knowledge of HIPAA guidelines or other healthcare compliance requirements.
• Proven ability to coach and mentor staff, deliver feedback, and conduct effective performance reviews.
• Strong analytical skills with the ability to interpret call metrics, identify trends, and recommend improvements.
• Excellent communication and interpersonal skills, with the ability to motivate teams and support diverse staff.
• Strong problem‑solving skills and the ability to remain calm and constructive during high‑pressure or high‑volume periods.
• Commitment to high standards of customer service, professionalism, and process compliance.
• Must be able to pass a federal background check going back 7 years without felonies.
• Must be able to pass a federal credit check.

Responsibilities

• Provide day‑to‑day leadership, coaching, and performance support to call center staff.
• Monitor call center operations, ensuring service levels, productivity, and quality standards are met.
• Serve as the escalation point for complex or sensitive customer inquiries.
• Track team performance, attendance, and adherence to established guidelines.
• Communicate operational updates, expectations, and process changes to the team clearly and consistently.
• Prepare routine performance summaries and support management with operational insights.
• Ensure compliance with procedures and assist in identifying and implementing process improvements.
• Support onboarding, training, and skill development for call center operators.

What This Job Offers

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