Customer Service Call Center Lead

Job Description

Job Description

We are hiring for a Research and Resolution Lead on behalf of our client, a financial services and customer operations organization. This full-time leadership position is designed for an experienced professional ready to oversee case resolution workflows, support team agents, and manage client accounts.

Location: Manassas, VA
Schedule: Mon-Thu, 8:00am-5:00pm; Fri, 8:00am-2:00pm (100% onsite)
Salary: $20-$23/Hour

Responsibilities

• Oversee online and team case resolution processes to ensure timely and precise customer responses.
• Answer incoming calls efficiently to maintain a quick response time key performance indicator (KPI).
• Respond to customer inquiries within 3 business days whenever contact information is available.
• Resolve online service requests and team-created cases by applying established case management playbook protocols.
• Provide day-to-day agent support through communication platforms and email networks.
• Assist the team with processing payment solutions and making outbound client calls for payment options.
• Manage direct customer interactions regarding dispute resolution and handle tier-one escalations.
• Identify and communicate agent improvement opportunities to the team supervisor for ongoing coaching.
• Track individual and team goals, manage lockbox reconciliations, and reinforce the use of documented procedures.
• Support supervisory duties and manage call queues during the supervisor's absence.
• Participate in weekly calibration meetings, bi-weekly coaching, and establish structured performance tracking goals.

Qualifications

• High school diploma or equivalent is required, though an associate or bachelor's degree is preferred.
• 2 or more years of experience in customer service, case management, or a related operational field.
• Strong verbal and written communication skills paired with excellent multitasking capabilities in a fast-paced environment.
• Proficiency in using CRM systems, case management software, and financial tracking tools.
• Strong problem-solving, conflict-resolution, and tactical time-management skills.
• Preferred experience with payment processing, financial services, or dispute resolution processes.
• Familiarity with structured performance tracking and goal-setting frameworks.
• Bilingual capability in Spanish and English is considered a strong plus.

\nCompany Description

Our mission:
Consistently provide client experiences focused on what they value most.

At PrideStaff, it’s all about you. Whether you’re an entry-level worker or a senior executive, an HR Manager or a front line supervisor, our goal is to understand what matters to you – your goals, your priorities, your success. Our locally-owned offices seek to understand your needs and track results, measure feedback, and keep it personal. Everything we do is designed to serve you better, and our ten years of being recognized as among the top 1% in the industry tell us we are doing something right!

Company Description

Our mission:\r\nConsistently provide client experiences focused on what they value most.\r\n\r\nAt PrideStaff, it’s all about you. Whether you’re an entry-level worker or a senior executive, an HR Manager or a front line supervisor, our goal is to understand what matters to you – your goals, your priorities, your success. Our locally-owned offices seek to understand your needs and track results, measure feedback, and keep it personal. Everything we do is designed to serve you better, and our ten years of being recognized as among the top 1% in the industry tell us we are doing something right!