Call Center Team Lead & Training Coach

YOUNGWILLIAMS INC; Martinsville (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

YoungWilliams in Martinsville, VA is seeking a Call Center Supervisor to supervise, train, and direct assigned staff while handling escalated calls as needed. The role requires strong leadership, staff development, and adherence to state policy and DBP procedures.

The position offers regular full-time hours in a call center environment with a focus on service quality, attendance, and performance improvement.

Qualifications

• 1 year of call center supervision is strongly preferred.
• Experience in public agency or private programs related to child support or outreach is preferred.
• Strong customer service orientation and coaching abilities.
• Ability to monitor, report and improve staff performance.

Responsibilities

• Supervise, train and direct assigned staff.
• Handle escalated calls and assist when volumes are high.
• Monitor performance to ensure prompt, knowledgeable, courteous service.
• Provide coaching and feedback for service improvement.
• Participate in hiring decisions and disciplinary recommendations.
• Review reports and identify training opportunities and successes.
• Prepare and conduct performance reviews for staff.
• Attend management meetings and help set daily and monthly goals.
• Ensure confidentiality of information in state systems.
• Resolve escalations to address caller issues.

Skills

Leadership

Coaching

Customer service

Performance tracking

Education

Associate’s degree or equivalent

Job description

YoungWilliams in Martinsville, VA is seeking a Call Center Supervisor to supervise, train, and direct assigned staff while handling escalated calls as needed. The role requires strong leadership, staff development, and adherence to state policy and DBP procedures.

The position offers regular full-time hours in a call center environment with a focus on service quality, attendance, and performance improvement.