Call Center Team Lead: Coaching & Performance Champion

Transcom; Greenville (SC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Paid Vacation Time

Medical, Dental, Vision

401(k) investment options, withployer-

Job summary

Transcom is seeking a Team Leader to directly manage performance metrics, coach Customer Service Advisors, and ensure adherence to Transcom and client guidelines. The role emphasizes coaching conversations, accountability, and driving a culture of excellence within a 24/7 operation at our Greenville facility.

You will lead a team, collaborate with Quality Assurance and Training, and focus on delivering best-in-class customer service while meeting targets and managing performance risks.

Qualifications

• Proven track record of performance management, development of talent, and coaching effectiveness
• Dependable and consistent
• Excellent communication skills including active listening, empathy, concise, and clarity
• Able to set SMART targets and analyze results

Responsibilities

• Evaluate and coach Customer Service Advisors performance; develop talent and build their bench
• Monitor real-time adherence and call activities; track and report key metrics
• Escalate risks and manage performance and accountability
• Lead and develop a high-performing team of CSAs; promote best-in-class service

Skills

Leadership

Coaching

Communication

Job description

Transcom is seeking a Team Leader to directly manage performance metrics, coach Customer Service Advisors, and ensure adherence to Transcom and client guidelines. The role emphasizes coaching conversations, accountability, and driving a culture of excellence within a 24/7 operation at our Greenville facility.

You will lead a team, collaborate with Quality Assurance and Training, and focus on delivering best-in-class customer service while meeting targets and managing performance risks.