Call Center Team Lead: Coaching, Escalations & Ops

YoungWilliams; Martinsville (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

YouthWilliams is seeking a Supervisor DBP to oversee assigned staff, provide training, and manage escalated calls. The role includes queue management when call volumes exceed capacity and ensuring timely, courteous service.

You will monitor performance, coach staff, and collaborate with management on transfers, promotions, and disciplinary actions. Attendance, reporting, and policy compliance are essential.

Qualifications

• 1 year of call center supervision preferred.
• Experience with public agency or child support programs preferred.
• Excellent communication and leadership skills.

Responsibilities

• Supervise, train, and direct staff to ensure quality customer service.
• Monitor performance and provide coaching for improvement.
• Handle escalated calls and queue management when volumes rise.
• Make staffing and operational recommendations to management.
• Ensure attendance records are accurate and maintained.
• Maintain confidentiality of information and comply with policies.

Skills

Staff supervision

Coaching

Customer service

Performance monitoring

Education

Associate degree

Job description

YouthWilliams is seeking a Supervisor DBP to oversee assigned staff, provide training, and manage escalated calls. The role includes queue management when call volumes exceed capacity and ensuring timely, courteous service.

You will monitor performance, coach staff, and collaborate with management on transfers, promotions, and disciplinary actions. Attendance, reporting, and policy compliance are essential.