Customer Service Team Lead

Key Responsibilities:

• Team Operations & Queue Management:
• Oversee a pod of 10 to 15 agents in a voice, chat, or email contact center environment.
• Run pre-shift huddles to review daily goals, attendance, and updates.
• Monitor real-time queue status, handle escalations, and perform live call de-escalations.
• Coaching & Development:
• Conduct regular 1-on-1 coaching sessions and call/interaction audits.
• Track and improve key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and Quality Assurance (QA) scores.
• Identify skill gaps and build action plans for underperforming agents.
• Administrative & Workforce Operations:
• Manage shift attendance, schedule adherence, and leave requests.
• Track daily/weekly metrics and report team performance to the Operations Manager.
• Enforce company policies, compliance, and zero-tolerance operational standards.

Qualifications & Requirements:

• Education: High school diploma or GED required; Bachelor's degree in Business, Management, or a related field preferred.
• Experience: 1 to 3 years of experience as a BPO/Contact Center Agent with proven leadership, or 1+ year in a direct supervisory role.
• Technical Skills:
• Proficiency in CRM tools, ticketing systems, and Workforce Management (WFM) platforms (e.g., NICE, Verint).
• Strong working knowledge of MS Excel and reporting dashboards.
• Soft Skills:
• Exceptional communication and active listening abilities.
• Conflict resolution and de-escalation skills.
• Ability to work in a fast-paced, 24/7 rotational shift environment