Customer Service Lead

Job Description

Job Description

TechOp Solutions International is looking for a Lead Customer Service Representative to provide day-to-day leadership and oversight of a team supporting federal financial operations and payroll customer service functions. The Lead CSR will ensure quality, productivity, and compliance with contractual requirements while serving as the first point of contact for operational issues and staff guidance. This individual will work closely with program management to maintain high levels of customer satisfaction and operational performance.

Duties :

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Monitor workload distribution and ensure timely completion of customer inquiries.
• Perform quality assurance reviews and provide coaching and feedback to team members.
• Ensure compliance with established policies, procedures, and performance standards.
• Assist with onboarding, training, and mentoring new employees.
• Track team performance metrics and support continuous process improvement initiatives.
• Perform limited CSR call and email handling
• Support management with reporting, scheduling, and operational coordination as required.
• Performs additional duties as assigned
• Escalate complex customer issues and operational concerns to program management.

Requirements

· High school diploma or equivalent required; Associates preferred

· Minimum of three (3) years of experience in customer service or help desk operations.

· 4 years of overall experience (for Associates) or 6 years (for HS)

· At least one (1) year of supervisory, lead, or team coordination experience.

· Familiarity with customer service systems, operational processes, and compliance requirements.

· Strong leadership, communication, and organizational skills.

· Ability to coach team members while maintaining a collaborative and customer-focused environment.

· Proficiency with Microsoft Office Suite.

· Must meet security eligibility requirements.

Benefits

TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.