Call Center Team Lead & Trainer

Support Services Group; Waco (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Support Services Group is seeking a Team Lead / Trainer in our Operations department in Texas. The role will serve as SME for call center processes and guide Customer Service Professionals on QA standards and best practices.

You will oversee floor support, coach on performance metrics, handle escalations, ensure schedule adherence, and contribute to continuous process improvements to boost first-call resolution and customer satisfaction.

Qualifications

• High school diploma or equivalent required; some college preferred.
• 1+ year of supervisory/leadership experience preferred.
• Experience in a call center environment and customer service required.
• Must be able to train staff and provide floor support with QA focus.

Responsibilities

• Accept and resolve escalated calls, emails or chats from Customer Service Professionals.
• Coach CS staff on technical aspects of calls and QA metrics.
• Oversee floor behavior, scheduling adherence, and use of statuses.
• Escalate policy issues to management and support the team manager.
• Provide frontline support and resolve complex customer questions.
• Act as SME for multiple brands and processes.
• Identify and implement process improvements to reduce errors.
• Assist during high call volumes and maintain service standards.
• Foster a positive, professional work environment.
• Perform other duties as assigned by management.

Skills

Customer service excellence

Clear communication

Analytical problem solving

Training and coaching

De-escalation skills

Bilingual (preferred)

Education

High School Diploma or equivalent

Some college

Supervisory experience

Tools

Microsoft Word

Excel

PowerPoint

Job description

Support Services Group is seeking a Team Lead / Trainer in our Operations department in Texas. The role will serve as SME for call center processes and guide Customer Service Professionals on QA standards and best practices.

You will oversee floor support, coach on performance metrics, handle escalations, ensure schedule adherence, and contribute to continuous process improvements to boost first-call resolution and customer satisfaction.