Contact Center Team Lead & Coach — Elevate CX

Immersion; Mechanicsburg (Cumberland County); On-site; USD 52,000 - 70,000; Full time

Job summary

Immersion Consulting, based in Mechanicsburg, PA, seeks a Frontline Contact Center Supervisor to guide a team of 10–20 agents. The role emphasizes coaching, performance monitoring, and adherence to service standards, with on-site work during standard business hours.

The position reports to operations leadership and supports both customers and internal stakeholders in a structured, performance-driven environment.

Qualifications

• 3+ years in customer service or contact center roles.
• 1+ year in a lead, senior agent, or supervisory position.
• Experience coaching and supporting team performance.
• Preferred experience in financial services or regulated environments.

Responsibilities

• Provide daily guidance, coaching, and support to assigned agents.
• Monitor agent performance, call quality, productivity, and adherence.
• Conduct regular coaching to address gaps and reinforce strengths.
• Serve as the first escalation point for complex customer issues.
• Monitor daily operations and coordinate with QA and WFM teams.

Skills

Customer service

Coaching

Team leadership

Performance monitoring

Education

High school diploma

Bachelor’s degree preferred

Tools

Quality Assurance (QA) systems

Workforce Management (WFM)

Job description

Immersion Consulting, based in Mechanicsburg, PA, seeks a Frontline Contact Center Supervisor to guide a team of 10–20 agents. The role emphasizes coaching, performance monitoring, and adherence to service standards, with on-site work during standard business hours.

The position reports to operations leadership and supports both customers and internal stakeholders in a structured, performance-driven environment.