Customer Service Team Lead

Talent Bridge

Customer Service Team Lead

We are seeking an experienced Customer Service Team Lead to oversee daily operations of a customer service team in a fast-paced environment. This role is responsible for supervising team activities, coaching representatives, handling escalations, and ensuring performance metrics are met. This is a hands-on leadership role requiring both customer service expertise and prior team lead experience.

Key Responsibilities

Supervise daily operations of a customer service team
Coach and develop representatives to meet quality and performance goals
Track daily and weekly performance statistics
Analyze team and department results
Troubleshoot operational issues
Serve as escalation point for complex customer concerns
Complete team reporting and documentation
Ensure timely resolution of customer transactions

Required Qualifications

4+ years of customer service experience handling complex transactions
1+ year of team lead or supervisory experience
Experience managing escalations
Microsoft Office proficiency (Excel, Word, Outlook)
Strong organizational and problem-solving skills

Preferred Qualifications

Call center environment experience
Bilingual (English/Spanish)
Experience managing KPIs or performance metrics
Ability to thrive in high-pressure environments

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Vacancy posted more than 2 months ago

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