Team Lead

Job Description

Job Title: Team Lead Department: Operations

Reports to: Operations Manager FLSA Status: Exempt

Job Summary:

The ideal candidate for a Team Lead must be enthusiastic, positive, engaging, and able to mentor diverse team members. You will be responsible for assessing their work and giving them feedback to maximize performance. An excellent call center Team Lead must have customer service and supervisory experience. The ideal candidate must possess effective communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented.

Supervisory Responsibilities:

• Direct supervisory responsibilities of employees.

Duties/Responsibilities:

• Manages, oversee and mentors a team of call center agents.

• Motivates, supports, and develops agents through two-way feedback and communication.

• Measures KPI’s like inbound calls, call waiting, and call abandonment.

• Improves quality of results through regular coaching and development.

• Provides product/service information by answering questions and offering assistance.

• Keep track of employee attendance, and make sure work procedures are complied with.

• Assist in hiring and onboarding new employees.

• Prepares performance reports as needed.

• Creates targets and goals for improvement.
• Identify and address performance accordingly through coaching and/or disciplinary action as necessary.

• Clearly communicate instructions to team members.

• Manage the daily flow of operations.

• Track and report team's progress to others, including senior leadership.

• Periodically listen to calls.

• Respond promptly to all supervisor calls.

• Respond promptly to all escalations made by the contractual client or the final client via telephone, email, text messages or chat.

• Comply with all the objectives and goals of the team / personnel in charge of the assigned campaign.

• Deliver any other request requested by your direct supervisor and/or other members of management.

• Punctuality and attendance are essential in this role.

• Performs other related duties as assigned.

Required Skills/Abilities

• Able and willing to work shifting schedules, including weekends.

• Ability to successfully lead a team of employees in a call center environment.

• Exceptional interpersonal skills with a demonstrated ability to resolve customer concerns, display empathy, patience, and active listening when interacting with customers.

• Advocate for customers and effectively communicate their suggestions, issues, and feedback to the appropriate departments within the organization.

• Ability to collaborate and work effectively within a team environment.

• Tech savvy with knowledge of relevant computer programs and telephone equipment.

• Ability to remain calm and respectful under pressure.

• Proficiency with the English language.
• Strong verbal and written communication skills.

• Organizational skills and attention to detail.

• Familiarity with quality assurance and data analysis.

• Strong leadership skills.

• Strong analytical and problem-solving skills.

Education and Experience:

• A minimum of 2 years experience in a supervisory role, coaching, training, and motivating employees in a call center/BPO environment is required;

• At least two (2) years of experience in a call center/BPO environment required; six (6) months of which must be in a supervisory role.

Physical Requirements:

• Sitting and standing.

• Working on a computer for a prolonged period.

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ