Contact Center Team Lead

PLACE; Chattanooga (TN); Remote; USD 80,000 - 100,000; Full time

Job summary

A dynamic opportunity as a Contact Center Team Lead at a leading company, overseeing daily operations, coaching staff, and ensuring productivity goals. Ideal candidates are reliable leaders with a strong customer service focus and effective communication skills. Management experience is essential for driving team success in a fast-paced remote environment.

Benefits

401(k)

401(k) matching

Bonus based on performance

Flexible schedule

Paid time off

Opportunity for advancement

Training & development

Health insurance

Dental insurance

Vision insurance

Qualifications

• 2+ years in a contact/call center for familiarity.
• 1+ years in management experience.
• Flexible availability to work weekends.

Responsibilities

• Manage and motivate a team of Call Center CSRs.
• Implement and supervise best practices in the contact center.
• Monitor and evaluate performance metrics.

Skills

Customer service

Communication

Leadership

Organizational skills

Time management

Education

High school diploma or equivalent

Certified Call Center Manager (e.g., CCCM)

Tools

MS Office

Contact center software

Job description

Join to apply for the Contact Center Team Lead role at PLACE.

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• Vision insurance

Company Information:

Insight Business Solutions offers business solutions and customer support to franchises and business owners. We are committed to our values and giving back to the community under our parent company Premium Service Brands. We are excited to find the right person for this rewarding and dynamic opportunity!

Job Description:

Premium Service Brands seeks a highly motivated Team Lead to supervise and communicate with team members in our full-service contact center, Insight Business Solutions. The Team Lead will oversee daily operations, identify areas for improvement, coach and lead CSRs, and ensure performance and productivity goals are met. The role requires familiarity with contact center software and technology, assisting the Contact Center Manager in leadership, trend analysis, goal setting, and staff performance management.

Ideal candidates should be organized, reliable, results-driven, and possess excellent customer service and communication skills.

Responsibilities:

• Manage teams of Call Center CSRs across various projects
• Lead, motivate, and manage CSRs
• Communicate effectively verbally and in writing, including presentations
• Manage multiple projects and tasks efficiently
• Foster a positive, feedback-rich, and healthy work environment
• Be self-motivated and resourceful with minimal supervision
• Adapt quickly to changing demands and client needs
• Maintain strong organizational and time-management skills
• Work effectively in a fast-paced environment, prioritizing tasks and meeting deadlines
• Understand departmental goals and work as a team player
• Implement and supervise contact center best practices and processes
• Perform administrative functions and manage confidential information
• Communicate appropriately with customers, colleagues, and franchise owners
• Maximize resource productivity and analyze call-center metrics
• Monitor and manage telecom systems
• Deliver performance evaluations for agents

Requirements:

• Customer service background with experience as a Contact Center/Call Center Team Lead or similar
• Outgoing, positive personality with a commitment to excellent service
• Knowledge of performance evaluation and customer service metrics
• Proficiency in MS Office and contact center software
• Availability to work weekends
• Flexible shifts based on business needs

Education:

• High school diploma or equivalent; higher education preferred
• Certified Call Center Manager (e.g., CCCM) or similar is a plus

Experience:

• At least 2 years in a contact/call center
• At least 1 year in management

This is a full-time remote position with an hourly wage starting at $18.00, depending on experience. The description is not exhaustive; additional duties may be assigned as needed. The business reserves the right to revise duties.