Call Center Team Lead — Customer Experience & Escalations

Fifth Third Bank; Farmington Hills (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third Bank in Farmington Hills, MI is seeking a Call Center Team Lead to provide SME guidance for escalated customer issues, and to mentor front-line agents across multiple channels. You will monitor SLA performance, research trends, and ensure policy adherence while supporting onboarding and training initiatives.

The role emphasizes leadership, analytical problem solving, and strong communication to maintain a high-quality customer experience in a fast-paced environment.

Qualifications

• High school education or equivalent. Bachelor’s degree preferred.
• Minimum 3 years of previous customer service or equivalent industry experience and/or Minimum 1 year of Call Center Support Team Specialist experience.
• Strong verbal and written communication skills.

Responsibilities

• Provides leadership support for front line Call Center specialists as next tier support for escalated complaints and consult calls.
• Communicates with management any trends, high risk or systemic issues identified when reviewing or researching customer complaints.
• Serves as liaison between management and Call Center specialists as a primary contact for the department and customers in the managers' absence.
• Ensures the resolution of complaints meet established service level agreements (SLA) and further escalates issues outside SLA to department management.
• Provides feedback to Call Center specialists through observation and training to improve specialist’s performance.
• Updates and maintains appropriate files, databases and other documentation within departmental guidelines.
• Communicates and trains specialists on any updates in policies and procedures.
• Assists with on-boarding and training for new employees and specialists.
• Other duties as assigned.

Skills

Leadership

Organization

Decision making

Analytical skills

Change leadership

Microsoft Office

Communication

Problem resolution

Teamwork

Attention to detail

Education

High school education or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Fifth Third Bank in Farmington Hills, MI is seeking a Call Center Team Lead to provide SME guidance for escalated customer issues, and to mentor front-line agents across multiple channels. You will monitor SLA performance, research trends, and ensure policy adherence while supporting onboarding and training initiatives.

The role emphasizes leadership, analytical problem solving, and strong communication to maintain a high-quality customer experience in a fast-paced environment.