Sales Team Lead

IntouchCX; Clark (AL); On-site; USD 45,000 - 60,000; Full time

Job summary

IntouchCX in the United States is seeking a Team Lead (Supervisor) to provide frontline direction to Customer Service Representatives and to uphold the brand's standards in every interaction. You will train, coach and develop staff, manage scheduling, monitor KPIs and SLAs, and collaborate with HR and IT to resolve issues, while promoting performance-based career growth.

This role requires a high school diploma, 1–2 years in a contact center, and ability to type 30 WPM; experience with Google

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary education or a degree in Business is preferred.
• 1–2 years of contact center experience with at least 1 year in a team lead/supervisory role.
• Type at least 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).

Responsibilities

• Supervise and manage Customer Service Representatives (CSRs).
• Ensure training and professional development are ongoing and effective.
• Manage KPIs and SLAs to meet performance targets.
• Analyze reports to identify root causes of underperformance.
• Develop solutions to improve business performance and partner success.
• Coach and motivate teams through real-time feedback and relationship-building.
• Design incentive programs to encourage desired outcomes.
• Coordinate staffing schedules with Operations Support/WFM teams.
• Collaborate with HR and IT to resolve issues.
• Bring expert knowledge of partner products and promotions to meetings.
• Model our cultural values and ethical standards.

Skills

Team leadership

Coaching

Performance management

Training

Scheduling

Data analysis

Communication

Problem solving

Education

High school diploma or equivalent

Business studies degree

Tools

Google Suite

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.