Call Center Team Lead & Training Coach

YoungWilliams; Martinsville (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

YoungWilliams in Martinsville, VA seeks a Supervisor DBP to oversee assigned staff, direct daily operations, and handle escalated calls when volume peaks. You will coach staff, monitor performance and attendance, prepare reviews, and collaborate with management to achieve call center goals.

This role requires confidentiality, policy adherence, and timely communication of procedures and changes. This position requires an Associate's degree or equivalent and at least one year of supervisory

Qualifications

• 1 year of call center supervision is strongly preferred.
• 1 year of work experience in a public agency or private company handling child support or outreach is preferred.
• Equivalent to an Associate’s degree in a relevant field is preferred.

Responsibilities

• Supervise assigned staff and provide coaching and guidance.
• Accept escalated calls and manage queue when volumes peak.
• Monitor performance and generate timely feedback and reviews.
• Develop action plans to achieve daily and monthly goals.
• Attend management meetings to set performance targets.
• Ensure adherence to Call Center Policy and DBP Policy.
• Maintain attendance records and monitor time and attendance.
• Communicate procedures and changes to staff promptly.
• Support daily operations and review reports for training opportunities.
• Maintain confidentiality of information in the state computer system.

Skills

Staff supervision

Coaching and development

Performance monitoring

Escalation handling

Education

Associate's degree or equivalent

Job description

YoungWilliams in Martinsville, VA seeks a Supervisor DBP to oversee assigned staff, direct daily operations, and handle escalated calls when volume peaks. You will coach staff, monitor performance and attendance, prepare reviews, and collaborate with management to achieve call center goals.

This role requires confidentiality, policy adherence, and timely communication of procedures and changes. This position requires an Associate's degree or equivalent and at least one year of supervisory