Call Center Team Lead - Elevate Customer Experience

YOUNGWILLIAMS INC; Livonia (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

YOUNGWILLIAMS INC in Livonia, MI is seeking a Call Center Supervisor to oversee Customer Service Representatives and Leads. The role focuses on supervision, coaching, and ensuring high-quality, courteous service across the team.

The position includes monitoring performance, guiding staff, participating in management meetings, and supporting daily operations to achieve call center goals and optimal staffing. An associate’s degree is expected.

Qualifications

• Associate’s degree or equivalent from a college or vocational program.
• Experience guiding and supervising a team in a call center environment.
• Strong communication and coaching skills.

Responsibilities

• Directs CSRs and Leads, providing supervision, training and direction.
• Monitors performance to ensure prompt, knowledgeable and courteous service.
• Writes and administers performance reviews and coaching for improvement.
• Attends management meetings to set goals and develop action plans.
• Assists daily operations and reviews reports to identify training opportunities.

Skills

Staff coaching

Performance monitoring

Leadership

Customer service

Attendance tracking

Call center knowledge

Coaching and feedback

Education

Associate’s degree

Job description

YOUNGWILLIAMS INC in Livonia, MI is seeking a Call Center Supervisor to oversee Customer Service Representatives and Leads. The role focuses on supervision, coaching, and ensuring high-quality, courteous service across the team.

The position includes monitoring performance, guiding staff, participating in management meetings, and supporting daily operations to achieve call center goals and optimal staffing. An associate’s degree is expected.