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