Call Center Team Lead

We are seeking an experienced Team Lead / Contact Center Supervisor to lead day-to-day operations, coach and develop associates, and ensure delivery against client SLAs and performance expectations. This role is ideal for a hands-on people leader who is comfortable managing performance, driving operational improvements, and creating an engaged, high-performing team.

Key Responsibilities

• Lead and manage a team of contact center associates to achieve daily, weekly, and monthly performance goals.
• Assign and monitor workloads while ensuring timely completion of operational deliverables.
• Drive achievement of SLAs, KPIs, quality, productivity, and compliance metrics .
• Prepare and share daily, weekly, and monthly MIS/performance reports.
• Set clear performance expectations and conduct regular performance reviews and coaching sessions.
• Monitor calls and provide actionable feedback to improve individual and team performance.
• Identify training and development needs and partner with trainers to address skill gaps.
• Conduct regular team meetings to review performance, communicate updates, and address operational concerns.
• Promote employee engagement through recognition, team-building activities, and ongoing motivation.
• Support workforce scheduling and staffing to maintain adequate coverage during peak periods.
• Develop, document, and implement operational best practices and continuous improvement initiatives.
• Ensure adherence to internal policies, client requirements, quality standards, and compliance expectations.
• Identify performance gaps and implement appropriate corrective or mitigation plans.

Qualifications

• 2–5 years of relevant professional experience ; a degree is preferred.
• Minimum 2 years of team leadership or supervisory experience , including direct responsibility for employees.
• Previous experience participating in performance management, coaching, and employee development .
• Strong leadership, problem-solving, and decision-making skills.
• Experience working in a contact center / customer service operations environment .
• Knowledge of Property & Casualty (P&C) Insurance, Claims, Regulatory, or Compliance operations is preferred.
• Strong understanding of SLA/KPI-driven operational environments.
• Proficiency with Microsoft Office and Outlook .
• Excellent written and verbal communication skills.
• Ability to interact professionally with employees, clients, and stakeholders at multiple organizational levels.