Customer Service Team Lead: Coaching & Ops

Spectrum; Louisville (KY); On-site; USD 52,000 - 65,000; Full time

Job summary

Spectrum Business is seeking a Customer Service Supervisor to lead a call center team, drive performance, and ensure high-quality customer interactions. You’ll coach representatives, monitor metrics, resolve escalations, and align with cross-functional partners, while upholding Spectrum's service standards.

Responsibilities include staffing, performance reviews, Kronos payroll updates, and ongoing development of staff through coaching and training.

Qualifications

• High School diploma with some college coursework in business or related field or equivalent experience.
• 5-7+ years of customer service or call center experience.
• Ability to hire, evaluate, coach and counsel direct reports in performance.
• Demonstrates honesty and integrity.
• Strong verbal and written communication skills.
• Effective prioritization and organization.
• Ability to supervise and motivate teams.
• Proficient use of personal computer and software applications including word processing, spreadsheets and billing systems.
• Project management capability.
• In-depth knowledge of customer relations functions and tasks.
• Familiarity with Spectrum Business products and services.
• Understanding of general accounting and billing procedures.
• Patience, flexibility, dependability and excellent attendance.
• Experience with customer relations, communication and sales skills.

Responsibilities

• Lead and coach a team of call center representatives to achieve key performance measures and exceptional customer service
• Monitor and assess individual and team performance, providing actionable feedback and ensuring quality standards are met
• Assist representatives with complex or escalated customer issues, ensuring prompt and effective resolution
• Maintain departmental standards by regularly reviewing calls and performance metrics, offering guidance and targeted coaching
• Establish and nurture relationships across departments to align on business initiatives and drive collaboration
• Develop team members through ongoing coaching and on-the-job training, fostering professional growth
• Manage personnel issues such as performance reviews, counseling and disciplinary actions in alignment with company policies
• Accurately oversee Kronos payroll system updates for your team and perform additional duties as assigned by management

Skills

Leadership

Coaching

Customer service

Communication

Organization

Supervision

Microsoft Office

Time management

Education

High School diploma with some college coursework in business or related field

Tools

Kronos payroll system

Job description

Spectrum Business is seeking a Customer Service Supervisor to lead a call center team, drive performance, and ensure high-quality customer interactions. You’ll coach representatives, monitor metrics, resolve escalations, and align with cross-functional partners, while upholding Spectrum's service standards.

Responsibilities include staffing, performance reviews, Kronos payroll updates, and ongoing development of staff through coaching and training.