On-site Call Center Team Lead: Coaching & Escalations

First Community Credit Union - Houston, TX; Houston (TX); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Coverage

Vision Coverage

Disability Coverage

Life Insurance

Paid Time Off

Volunteer Time Off

401(k) Match

Wellness Program

Employee Activity Club

Job summary

First Community Credit Union seeks a Call Center Team Lead on-site at our NW Houston headquarters. You will supervise staff, train and coach employees, and manage workflow while assisting with escalated calls.

You will work with management to meet or exceed department goals and ensure exceptional member service. The role requires 3–5 years in a call center with supervisory experience preferred and rotating Saturdays.

Qualifications

• 3–5 years of call center experience.
• Supervisory experience preferred.
• Rotating Saturdays required.

Responsibilities

• Supervise call center staff and monitor workflow.
• Provide training and coaching to improve performance.
• Handle complex/escalated calls with management support.
• Assist management in meeting department goals.

Skills

Call Center

Staff Supervision

Coaching

Training

Education

High School Diploma or GED

Job description

First Community Credit Union seeks a Call Center Team Lead on-site at our NW Houston headquarters. You will supervise staff, train and coach employees, and manage workflow while assisting with escalated calls.

You will work with management to meet or exceed department goals and ensure exceptional member service. The role requires 3–5 years in a call center with supervisory experience preferred and rotating Saturdays.