Contact Center Team Lead - Coaching & Ops (Onsite)

Coforge; Charleston (WV); On-site; USD 22,730 - 32,373; Full time

Job summary

Coforge is seeking a Team Lead for their Contact Center in South Charleston, WV. This role involves overseeing daily operations and managing agent performance to ensure compliance and service excellence. The ideal candidate will possess strong leadership and coaching abilities, along with a solid understanding of call center operations.

The Team Lead will lead a team handling inbound and outbound communications, conduct performance reviews, and ensure adherence to regulatory standards such as HIPAA and PCI.

Strong communication skills and previous experience in a leadership role are essential.

Qualifications

• Prior experience in a contact center leadership/Team Lead role.
• Strong knowledge of call center KPIs and operational metrics.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee daily operations and manage agent performance.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Ensure adherence to regulatory requirements and compliance standards.
• Drive team engagement and retention.

Skills

Leadership

Coaching

Operational Management

Communication Skills

Call Center KPIs Knowledge

Education

High School Diploma or equivalent

Bachelor’s preferred

Job description

Coforge is seeking a Team Lead for their Contact Center in South Charleston, WV. This role involves overseeing daily operations and managing agent performance to ensure compliance and service excellence. The ideal candidate will possess strong leadership and coaching abilities, along with a solid understanding of call center operations.

The Team Lead will lead a team handling inbound and outbound communications, conduct performance reviews, and ensure adherence to regulatory standards such as HIPAA and PCI.

Strong communication skills and previous experience in a leadership role are essential.