Customer Service Team Lead
Rancho Cordova, CA
Full-time
$49,920-$49,920About This Job
Call Center Team Lead
Job Summary:
We are looking for a dedicated and experienced Call Center Team Lead to supervise and guide a team of call center agents in delivering outstanding customer service. The ideal candidate will be responsible for monitoring team performance, providing coaching and feedback, and ensuring service targets are met consistently. You will play a key role in improving the overall efficiency and quality of the call center operation.
Key Responsibilities:
•
Supervise daily activities of a team of 25 call center agents, ensuring adherence to schedules, quality standards, and service-level agreements
•
Monitor live calls, review call recordings, and provide feedback for improvement in tone, accuracy, and professionalism.
•
Coach, train, and mentor team members to meet performance goals and improve customer interactions.
•
Handle escalated customer issues with professionalism and effective resolution strategies.
•
Work with management to implement new processes, tools, and training that enhance call center performance.
•
Foster a positive, team-oriented culture that supports collaboration, continuous improvement, and employee engagement.
•
Participate in onboarding and training new agents as needed.
Requirements:
•
2+ years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
•
Strong leadership and interpersonal skills with the ability to motivate and guide a team.
•
Excellent communication, coaching, and conflict-resolution skills.
•
Proficient in call center software and tools (e.g., CRM systems, call monitoring platforms, dialers).
•
Ability to analyze data and prepare performance reports.
•
Must be flexible to work 8-hour shifts between 6am – 6pm with possible overtime
Preferred Qualifications:
•
Experience with inbound/outbound call center operations.
•
Possesses a teachable and approachable attitude, with a strong intention for career growth
•
Knowledge of customer service best practices and compliance standards
Benefits:
•
Health, dental, and vision insurance
•
Opportunities for career growth and development
•
Supportive and dynamic team environment
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