Call Center Team Lead: Customer Experience Champion

Emovis; Orlando (FL); On-site; USD 25,000 - 36,000; Full time

Job summary

Emovis in the United States is hiring a Call Center Supervisor to lead front-line agents across phone and digital channels in an hourly, full-time role, overseeing daily floor operations and performance coaching.

You will monitor service levels, handle escalations, analyze metrics, and collaborate with Workforce Management and QA teams to improve customer and employee experience. Strong English, leadership, and call center knowledge required.

Qualifications

• Experience in a call center or customer support role.
• Proven ability to lead and coach a team.
• Strong problem-solving and communication skills.
• Familiarity with call center metrics and KPIs.

Responsibilities

• Supervise and support a team of call center agents with coaching.
• Monitor queues, service levels, and adherence to schedules.
• Handle escalated inquiries and complaints with timely resolutions.
• Review performance reports and drive continuous improvements.
• Collaborate with Workforce Management and QA teams to optimize staffing and training.
• Communicate performance trends and resource needs to management.

Skills

Leadership

Coaching

Team supervision

Customer service

Call center metrics

English proficiency

Education

High school diploma

Tools

CRM tools

Call center software

Job description

Emovis in the United States is hiring a Call Center Supervisor to lead front-line agents across phone and digital channels in an hourly, full-time role, overseeing daily floor operations and performance coaching.

You will monitor service levels, handle escalations, analyze metrics, and collaborate with Workforce Management and QA teams to improve customer and employee experience. Strong English, leadership, and call center knowledge required.