Role: Call Center Team Lead
Location: Remote
Term: Contract
Pay Rate: $20.5/hr w2
 
Job Summary:
The Call Center Team Lead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The Team Lead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.
Key Responsibilities:

1. Team Supervision:

• Lead, manage, and support a team of call center agents to ensure they deliver high-quality customer service.
• Assign daily tasks, manage workloads, and ensure appropriate shift coverage.
• Monitor agents’ performance in real-time and provide immediate support as needed.

1. Performance Management:

• Track and evaluate agent performance against key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
• Conduct regular performance reviews and one-on-one meetings with agents to discuss performance, set goals, and provide constructive feedback.
• Develop and implement action plans to improve individual and team performance.

1. Training and Development:

• Onboard new call center agents and provide ongoing training to ensure they understand company policies, procedures, and product/service offerings.
• Identify training needs and coordinate with the training department to deliver relevant training sessions.
• Encourage continuous learning and skill development among team members.

1. Quality Assurance:

• Ensure that all customer interactions adhere to company standards and quality guidelines.
• Conduct call monitoring and quality assessments, providing feedback to agents to help them improve their customer service skills.
• Work closely with the Quality Assurance team to identify trends and areas for improvement.

1. Problem Resolution:

• Handle escalated customer issues that require advanced problem-solving skills.
• Collaborate with other departments (e.g., technical support, billing) to resolve complex customer inquiries and complaints.
• Maintain accurate records of escalations and resolutions.

1. Reporting and Analysis:

• Generate and analyze reports on team performance, identifying trends and areas for improvement.
• Provide regular updates to the Call Center Manager on team performance and operational issues.
• Participate in strategy meetings to discuss performance metrics and contribute to the development of call center policies and procedures.

1. Motivation and Engagement:

• Foster a positive and productive work environment by recognizing and rewarding high performance.
• Organize team-building activities and initiatives to maintain high morale and engagement.
• Act as a role model for agents, demonstrating professionalism, integrity, and a commitment to customer service excellence.

Qualifications:

• Experience: Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
• Education: High school diploma or equivalent (Bachelor’s degree in Business, Communications, or a related field is a plus).

please send resume to neeraj@reqroute.com
 

Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)