Call Center Team Leader & Performance Coach

Zohorecruit; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Cobb Professional Services is seeking a Call Center Supervisor to lead daily call center operations and support a team of customer service representatives, coaching agents and ensuring a high-quality customer experience. You will monitor metrics like AHT, CSAT, FCR, and abandonment, while addressing escalations and driving improvements.

You will prepare regular performance reports for management and ensure adherence to schedules and procedures in a fast-paced environment in Dallas, TX.

Qualifications

• Experience supervising a call center or customer service team with leadership responsibilities.
• Strong verbal communication, active listening, coaching, and conflict-resolution skills.
• Ability to make sound decisions in a fast-paced environment.
• Familiarity with call center phone systems, CRM software, and performance reporting tools.
• Ability to interpret performance data and translate findings into coaching or improvements.

Responsibilities

• Lead daily floor operations, monitoring call queues, staffing, schedules, attendance and adherence to procedures.
• Assist with hiring, onboarding, training, and developing call center agents.
• Listen to calls, review quality, and provide timely coaching and feedback.
• Track and analyze KPIs such as AHT, CSAT, FCR, and abandonment rates.
• Handle escalated customer calls with professionalism and good judgment.
• Identify trends and recommend workflow and training improvements.
• Prepare regular performance and productivity reports for management.
• Communicate expectations and foster a supportive, accountable team environment.

Skills

Leadership

Coaching

Conflict resolution

Communication

Data interpretation

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Call center systems

Reporting tools

Job description

Cobb Professional Services is seeking a Call Center Supervisor to lead daily call center operations and support a team of customer service representatives, coaching agents and ensuring a high-quality customer experience. You will monitor metrics like AHT, CSAT, FCR, and abandonment, while addressing escalations and driving improvements.

You will prepare regular performance reports for management and ensure adherence to schedules and procedures in a fast-paced environment in Dallas, TX.