Contact Center Team Lead

3 weeks ago

Braintree, Massachusetts, United States TestEquity Full time
Job Title: Contact Center Team Supervisor

Job Summary:

We are seeking a highly skilled Contact Center Team Supervisor to lead our team of customer service representatives. The successful candidate will be responsible for overseeing day-to-day operations, supervising a team of agents, monitoring and evaluating team performance, and ensuring exceptional customer service delivery.

Key Responsibilities:
  • Supervise a team of contact center agents and coordinate their working schedules.
  • Monitor and evaluate team performance, including employee attendance and reporting on specified metrics.
  • Communicate expectations, assignments, and responsibilities to team members to foster a positive and supportive work environment.
  • Provide feedback and coaching to improve team performance and write annual performance appraisals.
  • Serve as the first point of contact for customer escalations and complaints, ensuring timely resolution.
  • Support ongoing training for new hires and conduct daily coaching sessions to enhance knowledge of the position expectations.
  • Stay current on internal work processes, policies, and procedures.
Requirements:
  • High school diploma or GED preferred, but not required.
  • Associates/Bachelor's degree in business administration, communications, or related field preferred, but not required.
  • Experience required in a contact/call center environment, with customer service experience in a supervisory or leadership role.
  • Effective communication skills, both verbal and written, with the ability to interact with customers and team members.
  • Ability to create and maintain reports using MS Office tools.
  • Experience with customer relationship management (CRM) software a plus.
About TestEquity:

TestEquity is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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