Call Center Team Lead — Coaching & Performance

Solera Corporation; Jacksonville (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Solera Corporation in Jacksonville, FL is seeking a Call Center Supervisor to lead a team of customer service agents and ensure high-quality interactions across all channels. You will guide daily operations, monitor performance, and drive continuous improvement.

You will mentor agents, conduct coaching and performance reviews, oversee QA, and partner with management to align team objectives with business goals while maintaining a positive customer experience.

Qualifications

• Proven ability to lead and motivate a customer service team.
• Strong coaching and feedback skills to drive performance.
• Experience managing call center quality assurance and metrics.

Responsibilities

• Oversee daily operations and ensure service levels meet objectives.
• Lead coaching sessions and performance reviews to motivate agents.
• Provide feedback and develop capabilities to improve customer interactions.
• Monitor QA standards and compliance with quality benchmarks.
• Analyze performance data to drive improvements and outcomes.
• Schedule staffing to meet demand and control attendance.

Skills

Team Leadership

Coaching

Performance Mgmt

Job description

Solera Corporation in Jacksonville, FL is seeking a Call Center Supervisor to lead a team of customer service agents and ensure high-quality interactions across all channels. You will guide daily operations, monitor performance, and drive continuous improvement.

You will mentor agents, conduct coaching and performance reviews, oversee QA, and partner with management to align team objectives with business goals while maintaining a positive customer experience.