Job Opening: Team Lead Call Center

Location: Onsite, Knoxville, TN 

Start: Asap

Pay: $21-$22

Responsibilities:

• Supervise daily operations of a team of Customer Service Agents, providing guidance, coaching, and training
• Monitor individual and team performance, delivering timely feedback and identifying growth opportunities
• Serve as a Subject Matter Expert on company policies, procedures, and contact center operations
• Handle escalated customer interactions with professionalism and minimal oversight
• Identify and escalate personnel or operational concerns for timely resolution
• Promote a collaborative and engaged team culture, even amidst shifting priorities and goals
• Lead performance management efforts, including development planning and corrective actions
• Enhance team product knowledge and skillsets through ongoing coaching and support
• Perform additional duties as assigned

Qualifications:

• Proven experience in a contact center or customer service leadership role
• Strong coaching, mentoring, and performance management skills
• Excellent communication and interpersonal abilities
• Ability to thrive in a fast-paced, evolving environment
• Proficiency in tracking and analyzing performance metrics
• High level of integrity and commitment to team success