Program Contact Center Team Lead

BakerRipley; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

BakerRipley is seeking a Program Team Supervisor – Contact Center in Houston to lead the Customer Service Coordinator team. You will guide inbound support via phone, email, and chat, ensuring accurate documentation in WAVE and CRM, and drive service excellence in line with Workforce Solutions’ standards.

You will coach staff, monitor KPIs, manage scheduling, and collaborate with specialized units to ensure smooth handoffs, while maintaining a professional, customer‑centered experience.

Qualifications

• Associate degree or equivalent experience; Bachelor’s degree preferred.
• 2–3 years customer service experience in a high‑volume environment.
• Prior supervisory or lead experience strongly preferred.
• Strong organizational, communication, and coaching skills.
• Proficient with Microsoft Office, CRM systems, and call center platforms.

Responsibilities

• Supervise CSCs providing inbound customer support via phone, email, and chat.
• Monitor team performance against KPIs and conduct monthly reviews.
• Provide coaching and feedback on customer service standards, accuracy, and professionalism.
• Oversee staff scheduling and coverage to meet SLAs.
• Coordinate with specialized units to ensure smooth handoffs.
• Compile daily and weekly performance reports and communicate with leadership.

Skills

Staff supervision

Coaching

Quality monitoring

Workflow management

Customer service

Data reporting

Education

Associate degree or equivalent experience

Bachelor’s degree preferred

Tools

CRM systems

WAVE scheduling

Microsoft Office

Job description

BakerRipley is seeking a Program Team Supervisor – Contact Center in Houston to lead the Customer Service Coordinator team. You will guide inbound support via phone, email, and chat, ensuring accurate documentation in WAVE and CRM, and drive service excellence in line with Workforce Solutions’ standards.

You will coach staff, monitor KPIs, manage scheduling, and collaborate with specialized units to ensure smooth handoffs, while maintaining a professional, customer‑centered experience.