Call Center Team Lead (In-Office)

Company Description Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. The service transformation approach helps shrink the core through digital technologies across legacy environments, enabling businesses to stay ahead in a changing world. Schedule Must be flexible to work M‑F 8am‑5pm, Tues‑Sat 8am‑5pm, and M‑F 10am‑7pm. Location South side of San Antonio, TX 78235 (100% ON‑SITE) Summary As an Account Supervisor, you will oversee and motivate the Outreach and Loyalty teams that support account managers within our clients’ internal teams. You will collaborate closely with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high‑risk customers, reduce churn, safeguard revenue, and maintain seamless account operations. Flexibility and the ability to adapt to changing demands are essential. Key Responsibilities Serve as liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations). Assist account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handle escalated client issues and ensure timely, effective communication with clients. Collaborate with the team and other departments to provide solutions to challenges. Document customer interactions thoroughly using CRM tools to ensure alignment and visibility. Apply knowledge of and adherence to telemarketing laws. Support onboarding experience and assist new hires in acclimating to company culture. Supervise, mentor, and coach account management specialists; assign tasks, set performance goals, conduct regular team meetings, and manage timekeeping. Provide training and development opportunities for new and existing team members to enhance skills and knowledge. Track team performance against key metrics, identify areas for improvement, and implement strategies to enhance efficiency and customer satisfaction. Soft Skills Convey information accurately and efficiently to internal team members and external stakeholders, both verbally and in writing. Manage multiple priorities, meet deadlines, and maintain accurate records. Adapt to changing situations in a competitive market. Identify and resolve complex client issues, making sound decisions using strong analytical and problem‑solving skills. Required Qualifications White Glove Customer Service: 1‑2 years. Team Lead Experience: 3+ years. Project Management: 2+ years. Data Analytics: 2+ years. Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM) and Microsoft Office tools. Experience working in Loyalty/Retention programs with a high understanding of loyalty tools such as Compass & Mysolutions. Preferred Qualifications Technical and Public Sector customer experience: 1+ years. Experience in a Secure Workspace (SWS) or white‑room environment (no pen, paper, mobile or electronic devices): 1+ years. Experience troubleshooting hardware, software, applications, network, and device issues. Experience in a similar role: 1+ years. Benefits 401(k) Dental insurance Health insurance Paid time off Vision insurance Equal Employment Opportunity Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin. #J-18808-Ljbffr Digital Risk