Contact Center Team Lead: Coaching & Performance

Immersion Consulting, LLC.; Mechanicsburg (Cumberland County); On-site; Full time

Job summary

A leading consulting firm in Mechanicsburg is seeking a Contact Center Supervisor to oversee and support a team of 10-20 agents. The role focuses on coaching, performance monitoring, and operational support, ensuring the team's adherence to service standards. Ideal candidates will have extensive customer service experience, with at least one year in a leadership role. Opportunities for growth within the firm include senior supervisor and cross-functional roles in QA and training.

Qualifications

• 3+ years of customer service or contact center experience.
• 1+ year of experience in a lead or supervisory role.
• Experience coaching and supporting team performance.

Responsibilities

• Provide daily guidance, coaching, and support to assigned agents.
• Monitor agent performance, including call quality.
• Serve as the first point of escalation for complex issues.

Skills

Coaching

Performance monitoring

Escalation handling

Customer service

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Job description

A leading consulting firm in Mechanicsburg is seeking a Contact Center Supervisor to oversee and support a team of 10-20 agents. The role focuses on coaching, performance monitoring, and operational support, ensuring the team's adherence to service standards. Ideal candidates will have extensive customer service experience, with at least one year in a leadership role. Opportunities for growth within the firm include senior supervisor and cross-functional roles in QA and training.