Customer Service Team Lead: Drive KPIs & Coaching

iContact BPO; Alabama; Hybrid; USD 55,000 - 75,000; Full time

Job summary

iContact BPO is seeking a motivated and experienced Team Leader to lead a high-performing customer service team in the Operations group. This internal promotion-ready role emphasizes developing people, coaching for performance, and driving excellence across KPIs and SLAs.

Ideal candidates have prior supervisory experience in a contact centre, strong communication skills, and a commitment to service quality. Internal candidates meeting these criteria are encouraged to apply for career progression.

Qualifications

• Previous Team Leader/Supervisory experience within a customer service or contact centre environment.
• Proven experience in leading, coaching and developing a team.
• Good understanding of contact centre KPIs, SLAs and performance management.
• Strong communication and interpersonal skills.
• Clean disciplinary record with no active warnings.

Responsibilities

• Lead, motivate and support a team of Customer Service Consultants.
• Drive team performance against KPIs, SLAs and targets.
• Monitor performance and identify areas for improvement.
• Conduct regular coaching, feedback and performance discussions.
• Develop and implement action plans to address performance gaps.
• Ensure adherence to policies, procedures and quality standards.
• Monitor attendance, punctuality and adherence.
• Support agents with escalated queries and ensure resolution.

Skills

Team leadership

Coaching

Performance management

Communication

Problem solving

Organizational skills

Job description

Are you ready to take the next step in your career and lead a high-performing customer service team? 🚀

We are looking for a motivated and experienced Team Leader to join our Operations team. This is an exciting opportunity for an internal employee who is ready to take on greater responsibility, develop people and contribute to operational excellence.

Key Responsibilities

• Lead, motivate and support a team of Customer Service Consultants.
• Drive team performance against agreed KPIs, SLAs and operational targets.
• Monitor individual and team performance and identify areas for improvement.
• Conduct regular coaching, feedback and performance discussions.
• Develop and implement action plans to address performance gaps.
• Ensure team members consistently adhere to company policies, procedures and quality standards.
• Monitor and manage attendance, punctuality and adherence.
• Support agents with escalated customer queries and ensure appropriate resolution.
• Analyse team performance and identify trends, risks and opportunities.
• Work closely with Operations, Quality, Training and other support functions.
• Maintain accurate records and complete required administrative and reporting activities.
• Promote a positive, accountable and customer-focused team environment.
• Support the achievement of overall business and client objectives.

Minimum Requirements

• Previous Team Leader/Supervisory experience within a customer service or contact centre environment.
• Proven experience in leading, coaching and developing a team.
• Good understanding of contact centre KPIs, SLAs and performance management.
• Strong communication and interpersonal skills.
• Employed with iContact for 6 months plus.
• Excellent problem-solving and decision-making abilities.
• Strong organisational and administrative skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Customer-focused approach with a commitment to service excellence.
• Ability to manage conflict and difficult conversations professionally.
• Clean disciplinary record with no active warnings.
• Consistent attendance and adherence record.

Internal Application Requirements

This opportunity is open to internal employees who meet the requirements of the role.

Applicants should demonstrate:

✅ Strong and consistent performance in their current role
✅ Leadership potential and the ability to influence others positively
✅ A strong commitment to customer service and operational excellence
✅ Good attendance and adherence
✅ No active disciplinary warnings
✅ The ability to take accountability and support team performance