Customer Care Team Lead — Grow, Coach & Drive KPIs

IntouchCX; Clark (AL); On-site; USD 45,000 - 60,000; Full time

Job summary

IntouchCX in the United States is seeking a Team Lead (Supervisor) to provide frontline direction to Customer Service Representatives and to uphold the brand's standards in every interaction. You will train, coach and develop staff, manage scheduling, monitor KPIs and SLAs, and collaborate with HR and IT to resolve issues, while promoting performance-based career growth.

This role requires a high school diploma, 1–2 years in a contact center, and ability to type 30 WPM; experience with Google

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary education or a degree in Business is preferred.
• 1–2 years of contact center experience with at least 1 year in a team lead/supervisory role.
• Type at least 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).

Responsibilities

• Supervise and manage Customer Service Representatives (CSRs).
• Ensure training and professional development are ongoing and effective.
• Manage KPIs and SLAs to meet performance targets.
• Analyze reports to identify root causes of underperformance.
• Develop solutions to improve business performance and partner success.
• Coach and motivate teams through real-time feedback and relationship-building.
• Design incentive programs to encourage desired outcomes.
• Coordinate staffing schedules with Operations Support/WFM teams.
• Collaborate with HR and IT to resolve issues.
• Bring expert knowledge of partner products and promotions to meetings.
• Model our cultural values and ethical standards.

Skills

Team leadership

Coaching

Performance management

Training

Scheduling

Data analysis

Communication

Problem solving

Education

High school diploma or equivalent

Business studies degree

Tools

Google Suite

Job description

IntouchCX in the United States is seeking a Team Lead (Supervisor) to provide frontline direction to Customer Service Representatives and to uphold the brand's standards in every interaction. You will train, coach and develop staff, manage scheduling, monitor KPIs and SLAs, and collaborate with HR and IT to resolve issues, while promoting performance-based career growth.

This role requires a high school diploma, 1–2 years in a contact center, and ability to type 30 WPM; experience with Google