Customer Care Team Lead: Coaching & Performance

IntouchCX; Las Vegas (NV); On-site; USD 45,000 - 65,000; Full time

Job summary

IntouchCX is seeking a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives, ensuring quality service with every interaction. This role emphasizes learning our partners’ brands, products, and processes while mentoring and evaluating performance.

You will manage CSRs, drive training and engagement, monitor KPIs, analyze reports, and coach in real time. The ideal candidate has 1-2 years in a contact center with supervisory experience, strong time

Qualifications

• High school diploma or equivalent required.
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Experience handling escalated issues in a contact center.
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, professional development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production levels and identify root causes of issues.
• Provide real-time coaching to motivate teams and improve outcomes.
• Develop incentive programs to motivate CSRs.
• Coordinate staffing schedules with Operations Support and Workforce Management.
• Collaborate with HR, IT, and other departments to resolve issues.
• Bring deep operational knowledge to partner meetings.
• Develop expert knowledge of partner products and promotions.
• Demonstrate strong work ethic and commitment to outcomes.
• Act as a role model and exemplify company values.

Skills

Time management

Prioritization

Team leadership

Communication

Typing 30 WPM

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Job description

IntouchCX is seeking a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives, ensuring quality service with every interaction. This role emphasizes learning our partners’ brands, products, and processes while mentoring and evaluating performance.

You will manage CSRs, drive training and engagement, monitor KPIs, analyze reports, and coach in real time. The ideal candidate has 1-2 years in a contact center with supervisory experience, strong time