Customer Service Team Lead: Drive KPIs & Coaching

iContact BPO; Northern (KY); 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

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.