Remote Customer Service Team Lead

Tetra Tech; Florida; On-site; USD 42,000 - 64,000; Full time

Job summary

Tetra Tech is seeking a Customer Service Supervisor to lead a team of customer service representatives and oversee daily operations within a call center environment. The role focuses on delivering high-quality support, coaching staff, and driving improvements in service metrics.

Ideal candidates will have strong leadership, excellent communication, and a track record of enhancing customer satisfaction. This position may be remote or office-based based on project needs and client requirements.

Qualifications

• High school diploma or equivalent.
• 3+ years in customer service with at least 1 year in a supervisory role.
• Proven track record of leading a successful customer service team.
• Strong leadership and team management skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficient in call center software and technology.
• Ability to analyze data and make informed decisions.
• Preferred: Associate's or bachelor's degree in Business/Management or related field.

Responsibilities

• Supervise daily activities of customer service representatives to ensure efficient and effective service delivery.
• Schedule and manage shifts to ensure adequate coverage.
• Conduct regular performance evaluations and provide coaching and feedback.
• Implement training programs for new hires and refresher training for current staff.
• Identify skill gaps and provide coaching opportunities or resources.
• Monitor and evaluate customer interactions to ensure policy adherence.
• Review customer feedback to identify areas for improvement and implement enhancements.
• Prepare daily reports on team performance and call center metrics.

Skills

Team leadership

Customer service

Coaching

Communication

Education

High school diploma

Associate/Bachelor in Business/Management

Tools

Call center software

Data analysis tools

Job description

Tetra Tech is seeking a Customer Service Supervisor to lead a team of customer service representatives and oversee daily operations within a call center environment. The role focuses on delivering high-quality support, coaching staff, and driving improvements in service metrics.

Ideal candidates will have strong leadership, excellent communication, and a track record of enhancing customer satisfaction. This position may be remote or office-based based on project needs and client requirements.