Contact Center Team Lead
VirtualVocations
Seeking an experienced Contact Center Team Lead with Higher Education contact center experience, the full-time remote position will manage and develop a team of agents to deliver exceptional service, achieve performance goals, and enhance the student and customer experience. Key Responsibilities Lead, coach, and develop a team of contact center agents to meet performance and quality standards Monitor team performance using KPIs and implement action plans for improvement Serve as a point of escalation for complex student and customer inquiries, ensuring professional service delivery Required Qualifications High school diploma or equivalent required; associate or bachelor's degree preferred 1-3 years of contact center supervisory or team lead experience required Experience supporting Higher Education contact center programs strongly preferred Strong leadership, coaching, and performance management skills Proficiency with contact center platforms, CRM systems, and Microsoft Office
Vacancy posted 8 days ago
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