Customer Service Team Lead: Coaching & SLA Management

Position Title: Customer Service, Team Lead Department: Customer Support Reports to: Call Center Manager Job Type: Full-time, HourlyFLSA Status: Non- ExemptLocation: Knoxville, TN Overview: The Customer Service Team Lead is responsible for guiding and supporting a team of customer service representatives to deliver high-quality, consistent support to customers. This role serves as a key liaison between frontline agents and leadership, ensuring team performance aligns with service standards, operational goals, and customer expectations. The Team Lead monitors day-to-day operations, provides coaching and development, and helps drive continuous improvement in both individual and team performance. They play a hands-on role in resolving issues, maintaining service levels, and fostering a positive, collaborative team environment in a fast-paced call center setting. Key Responsibilities: Oversee a team of customer service representatives, providing guidance and training Monitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growth. Use expertise to ensure team’s understanding of scope of work Assist in improving team’s product knowledge Bridge gap between management, QA, and agents Coordinates/monitors daily work adherence to schedules and assignments Tracking SLA’s and other important KPI’s/metrics, and maintaining records for all agents Serve as a main point of contact for CSA’s Provide input into performance goals process and hiring decisions Weekly meetings with management to discuss team metrics, development, and update on CSA’s Meetings with team to provide updates on metrics Provide floor support/assistance to agents Additional duties as needed to support this position Skills & Abilities: Ability to manage shifting priorities and timelines Ability to work in a team Ability to communicate effectively with people at all levels Positive attitude and passion for customer service Ability to strive in a fast-paced environment and adapt to change Training experience Strong critical thinking, planning and prioritization skills Ability to work under pressure and meet deadlines Demonstrated ability to solve problems Education & Experience: Associate degree OR 2+ years relevant experience preferred Insurance experience is preferred Experience with MS Office, Google Suite, CRM applications Call Center or Customer Service experience a plus Bi-lingual a plus Desired Traits: Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development Physical Demands: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Standard indoor office setting; exposure to computer screens. Physical: Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed. Vision: See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Ability to hear in the normal audio range with or without corrections. Company Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept. The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely. Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters." Join us in building the infrastructure that fulfills the promise of insurance. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in. #J-18808-Ljbffr