Remote Customer Service Team Lead

Tetra Tech, Inc.; Florida; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Tetra Tech, Inc. is seeking a Customer Service Supervisor to oversee a team of agents and manage daily operations. The role emphasizes leadership, coaching, and ensuring high-quality customer support while aligning with company policies and client requirements.

The supervisor will supervise schedules, conduct evaluations, and drive process improvements. Remote or on-site work options are available, with emphasis on effective communication and issue resolution.

Qualifications

• 3+ years in customer service with at least 1 year in supervision.
• Proven track record leading a customer service team.
• Strong leadership and communication skills.
• Proficient with call center software and related technology.
• Ability to analyze data and make informed decisions.

Responsibilities

• Supervise daily activities of customer service representatives to ensure efficient service delivery.
• Schedule and manage shifts to ensure adequate coverage.
• Conduct regular performance evaluations and provide coaching.
• Implement training programs for new hires and refresher training for current staff.
• Monitor customer interactions to ensure adherence to policies and procedures.
• Handle escalated customer inquiries and coordinate with management to resolve complex issues.
• Prepare daily reports on team performance and call center metrics.

Skills

Leadership

Team management

Data analysis

Call center software

Problem solving

Education

Associate or bachelor degree in Business/Management

High school diploma or equivalent

Tools

None

Job description

Tetra Tech, Inc. is seeking a Customer Service Supervisor to oversee a team of agents and manage daily operations. The role emphasizes leadership, coaching, and ensuring high-quality customer support while aligning with company policies and client requirements.

The supervisor will supervise schedules, conduct evaluations, and drive process improvements. Remote or on-site work options are available, with emphasis on effective communication and issue resolution.