Customer Service Lead

Coforge; Charleston (WV); On-site; USD 60,000 - 90,000; Full time

Job summary

Coforge is seeking a Customer Service Lead to guide a high-volume support operation and drive service excellence. You will supervise frontline teams, orchestrate incident handling and service delivery, and monitor performance against quality metrics.

Ideal candidates bring hands-on experience in enterprise service desks or contact centers, familiarity with ITIL and ITSM tools, and the ability to align support processes with business goals in a dynamic environment.

Qualifications

• Experience in customer service within a high-volume Technical Support Center, Service Desk, Help Desk, or Contact Center environment.
• Supervisory experience within an Enterprise Service Desk, Technical Support Center, Workplace Services, or Contact Center environment.
• CompTIA A+, HDI, ITIL Foundation, or equivalent industry certifications preferred, but not required.

Skills

Customer service leadership

Supervisory experience

ITIL knowledge

Tools

ITSM platforms

Workforce management tools

Reporting systems

Operational dashboards

Job description

We at Coforge are hiring a Customer Service Lead with the below skillset:

• Experience in customer service within a high-volume Technical Support Center, Service Desk, Help Desk, or Contact Center environment.
• Supervisory experience within an Enterprise Service Desk, Technical Support Center, Workplace Services, or Contact Center environment.
• CompTIA A+, HDI, ITIL Foundation, or equivalent industry certifications preferred, but not required.
• Strong understanding of Technical Support Center operations, service delivery processes, workforce management practices, quality assurance programs, and performance metrics.
• Familiarity with Incident Management, Request Fulfillment, Problem Management, Knowledge Management, Change Management, and Continual Service Improvement (CSI) practices.
• Experience utilizing IT Service Management (ITSM) platforms, workforce management tools, reporting systems, and operational dashboards.