Operations Team Lead & CX Coach

Support Services Group; Waco (TX); On-site; USD 48,000 - 62,000; Full time

Job summary

Support Services Group in Texas is seeking a Team Lead to serve as a SME for call center processes and policies. You will support inbound and escalated calls and supervise Customer Service Professionals on floor operations.

The role requires strong communication, QA focus, and the ability to coach staff on technical calls and client policies. You will oversee performance, handle escalations, and drive first call resolution in a dynamic environment.

Qualifications

• High School graduation or equivalent.
• At least 1 year of call center experience.
• Previous supervisory/leadership experience preferred.
• Experience servicing S2G clients preferred.
• Some college is a plus.

Responsibilities

• Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.
• Assist Customer Service Professionals with escalated customer calls to ensure QA standards.
• Coach CS Pros on technical aspects of calls based on QA monitors, client feedback and performance metrics.
• Oversee CS Pros’ behavior on the floor, including schedule adherence and statuses.
• Escalate repeated behavioral issues and policy violations to the team manager.
• Provide frontline support to CS Professionals for processing transactions and policies.
• Act as SME for multiple brands.
• Research and troubleshoot escalated calls to resolve issues and drive first call resolution.
• Perform duties of CS Pros during high call volume and resolve inquiries.
• Meet and exceed quality and customer satisfaction goals.
• Escalate issues to management when needed.
• Make recommendations to management on process improvements.
• Abide by corporate policies and handle confidential information.
• Foster a positive, professional work environment.
• Resolve interdepartmental problems quickly.
• Other duties as assigned.

Skills

Customer service

Call center ops

Coaching & mentoring

QA & metrics

Communication

Confidential handling

Flexible schedule

Bilingual a plus

Education

High School or equivalent

1+ year call center exp

Supervisory exp (Preferred)

Experience with S2G clients (Preferred)

Some college preferred

Job description

Support Services Group in Texas is seeking a Team Lead to serve as a SME for call center processes and policies. You will support inbound and escalated calls and supervise Customer Service Professionals on floor operations.

The role requires strong communication, QA focus, and the ability to coach staff on technical calls and client policies. You will oversee performance, handle escalations, and drive first call resolution in a dynamic environment.