Call Center Team Lead - Escalations & Training

Fifth Third

Farmington Hills (MI)

On-site

USD 55,000 - 75,000

Full time

3 days ago

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Job summary

Fifth Third Bank in Farmington Hills, MI seeks a Call Center Team Lead to guide front-line specialists and resolve complex customer questions across channels. You will escalate issues, monitor SLA, and drive service quality through coaching and process improvements.

The role demands strong leadership, exceptional communication, and deep knowledge of bank products and regulatory environment. You will mentor new staff, participate in onboarding, and collaborate with management to tackle

Qualifications

Minimum 3 years of customer service or call center experience.
Experience in team leadership or supervision preferred.
Ability to resolve complex customer account issues with accuracy and empathy.

Responsibilities

Provide leadership support for front-line Call Center specialists as next-tier escalation partner.
Document interactions and maintain accurate records throughout the complaint workflow.
Identify trends and communicate high-risk issues to management for remediation.
Serve as liaison between management and specialists in the absence of managers.
Handle calls as needed and ensure case resolutions meet established SLA; escalate beyond SLA when required.
Coach, train, and provide feedback to improve performance and adherence to procedures.
Maintain and update files, databases, and documentation per guidelines; assist onboarding and training.