Customer Care Team Leader – Growth & Training

PLS; Oak Brook (IL); On-site; USD 49,000 - 59,000; Full time

Benefits offered by this job

Medical/dental/vision

401k

Vacation

Job summary

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Supervisor to lead the contact center team, coach staff, and drive service quality. You will monitor performance, manage scheduling, and ensure adherence to policies while delivering exceptional customer experiences.

The role requires prior contact center leadership, a high school diploma or better, and flexibility to work varied hours. You will collaborate with departments, analyze trends, and contribute to continuous process

Qualifications

• Previous Contact Center experience is required.
• Minimum of 2 years’ prior leadership experience is a plus.
• High school diploma or equivalent; Bachelor or Associate degree preferred.

Responsibilities

• Maintain accurate and updated records of customer interactions and transactions.
• Ensure all interactions comply with policies, procedures, and laws.
• Provide on-floor coaching and support to agents.
• Monitor performance and prepare reports on Contact Center metrics.
• Lead workforce forecasting, scheduling, and load balancing for optimal service.

Skills

Leadership

Customer service

Coaching

Scheduling

Workforce planning

Education

High school diploma or equivalent

Bachelor or Associate degree preferred

Job description

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Supervisor to lead the contact center team, coach staff, and drive service quality. You will monitor performance, manage scheduling, and ensure adherence to policies while delivering exceptional customer experiences.

The role requires prior contact center leadership, a high school diploma or better, and flexibility to work varied hours. You will collaborate with departments, analyze trends, and contribute to continuous process