Contact Center Team Lead

pc/nametag; Many (LA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Pay

Comprehensive Benefits

Amazing 401(k)

Generous PTO

Gainshare Bonus Plan

Growth Opportunities

Job summary

pc/nametag is seeking a customer-focused, positive, and supportive leader to join our contact center as a Customer Experience Team Lead. In this role, you'll help lead the day-to-day operations of the team while supporting, coaching, and developing 7-10 Event Specialists to deliver an exceptional customer experience.

Our on-site position requires routine oversight of performance metrics, collaboration with peers and the Customer Experience Manager, and a commitment to staffing, service levels,

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2+ years customer service experience.
• 3+ years of contact center leadership or supervisory experience.
• Proven mentoring and coaching abilities.
• Experience monitoring performance, service levels, and KPIs.
• Strong attention to detail, time management and organization.
• Experience with contact center tech; AI-driven tools preferred.
• MS Office proficiency (Outlook, Word, Excel, PowerPoint).
• Ability to maintain confidentiality and adapt in a fast-paced environment.

Responsibilities

• Manage daily contact center operations and monitor service levels.
• Provide day-to-day leadership to 7-10 Event Specialists.
• Monitor quality and coach to achieve KPIs and performance targets.
• Lead onboarding, training, and ongoing development.
• Coach for upsell and cross-sell opportunities to meet customer needs.
• Handle escalation calls and facilitate resolutions for satisfaction.
• Identify process improvements to enhance service and efficiency.
• Collaborate with Team Leads and the Customer Experience Manager on staffing and workflows.
• Assist customers and enter orders accurately when needed.

Skills

Customer service

Team leadership

Coaching

Performance monitoring

Time management

Process improvement

MS Office

Confidentiality

Multitasking

Education

Bachelor's degree preferred

Tools

CRM systems

AI-driven tools

Job description

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Contact Center Team Lead

If you're looking to work for a company that is upbeat, supportive, and a 5x recipient of Madison's "Top Workplaces" Award, let's connect! pc/nametag is an entity of Avery Products Corporation, which means you get the best of both worlds: the close-knit culture of a 90+ person team, backed by the strength and success of a growing global network.

pc/nametag is looking for a customer-focused, positive, and supportive leader to join our contact center as a Customer Experience Team Lead. In this role, you'll help lead the day-to-day operations of the team while supporting, coaching, and developing 7-10 Event Specialists to deliver an exceptional customer experience.

Our customers are planning important meetings and events, often with deadlines that can't move. You'll work closely with other Team Leads and the Customer Experience Manager to keep daily operations running smoothly, troubleshoot challenges, monitor team performance, and ensure our customers receive the quality, service, and support they expect from pc/nametag.

At pc/nametag, we value teamwork, strong relationships, continuous improvement, and recognizing the contributions of our employees. We're looking for someone who brings positivity, integrity, and a collaborative leadership style to our close-knit PCN Tag Team and who enjoys having a little fun along the way!

If you enjoy supporting and developing others, solving problems, and jumping in to help in a fast-paced customer environment, we want to hear from you!

Schedule: Hours are between 8 AM-5 PM, Monday through Friday. This is an on-site position.

Responsibilities

• Manage daily contact center operations, including monitoring phone and email service levels to ensure an outstanding customer experience.
• Provide day-to-day leadership, guidance, and support to a team of 7-10 Event Specialists through team channels.
• Monitor quality and performance, provide consistent feedback, and coach team members to achieve individual and team KPIs.
• Lead employee onboarding, training, and ongoing development to build team knowledge, confidence, and performance.
• Coach team members to identify relevant upselling and cross-selling opportunities that support customer needs.
• Handle escalation calls and facilitate resolution to ensure customer satisfaction and repeat business
• Identify opportunities to improve customer service processes, operational efficiency, automation, and the overall customer experience.
• Collaborate with other Team Leads and the Customer Experience Manager to ensure effective staffing, workflow, and daily service levels.
• As needed, assist customers and enter orders for pc/nametag's full line of products and services accurately and efficiently.

Requirements

• Bachelor's degree preferred, or an equivalent combination of post-high school education and relevant work experience.
• 2+ years customer service experience
• 3+ years of contact center leadership or supervisory experience
• Proven experience of being a mentor and coaching employees to succeed and grow
• Experience monitoring team performance, service levels, and KPIs and using results to drive improvement.
• Strong attention to detail, time management, and organizational skills
• Demonstrated experience identifying and implementing process or operational improvements.
• Experience with contact center technology platforms; exposure to AI-driven customer service tools preferred.
• Demonstrated proficiency with Microsoft Office applications - Outlook, Word, Excel, and PowerPoint
• Ability to maintain a high level of confidentiality
• Ability to multitask, prioritize, and adapt in a fast-paced, dynamic environment.

Who We Are

At pc/nametag, we believe meaningful connections are created through shared experiences. That's why we've made our mission to create a more connected world through innovative, socially conscious products and service offerings. Best known for our customizable identification items like name badges, lanyards, and ribbons, pc/nametag helps business and event professionals deliver unforgettable meetings, conferences, and gatherings that make an impact.

What We Offer

Our employees are our greatest asset. That's not just a catchy phrase- it's the pc/nametag way! We support you by offering tons of opportunities for growth, development, and support. Plus, we've also got you covered with full benefits, PTO, and more:

• Competitive Pay: Receive compensation commensurate with experience.
• Comprehensive Benefits: Includes health, dental, 11 paid holidays, and more.
• Amazing 401(k): Save for the future with our 401(k)-match program.
• Generous PTO: Enjoy paid time off starting at 16 days per year.
• Gainshare Bonus Plan: Celebrate company success with financial bonuses.
• Growth Opportunities: Support your professional development year-round.

Did we mention we love having fun? Happy hours, team outings, catered lunches, themed dress-up days, and ice cream socials are just a few examples of activities we host to infuse fun into the workweek.

Join the Tag Team!

If you're ready to join a company where you can learn, grow, and celebrate your hard work in a supportive environment, pc/nametag is the place for you. Learn more by visiting our website at pcnametag.com.

We are proud to be an equal opportunity employer and provide a drug-free workplace.