Team Lead

Firstsource; United States; On-site; USD 48,000 - 64,000; Full time

Job summary

Firstsource is seeking an experienced Customer Service Supervisor to assist the manager in day-to-day operations of a call center. You will guide senior staff, monitor service levels, and act as an escalation point for customer issues to ensure high-quality service delivery.

The role requires strong leadership, coaching, and communication skills, with 4+ years in call center environments and at least one year in a senior role. Equal opportunity employer; comprehensive training provided.

Qualifications

• Prior call center leadership or supervisor experience.
• Strong communication and coaching abilities.
• Proven track record of delivering service levels.
• Demonstrated staffing and scheduling skills.
• Ability to train and mentor staff.
• Experience with performance appraisals and feedback.

Responsibilities

• Oversee a team of Customer Service Representatives and manage day-to-day operations.
• Monitor service levels and adherence to policies; ensure adequate coverage.
• Act as escalation point for customer issues and coaching needs.
• Provide feedback for performance appraisals and conduct coaching sessions.
• Assist with training and onboarding of new representatives; back-up for supervisor.
• Identify process improvements and coordinate with clients/vendors as needed.

Skills

Team Leadership

Coaching

Customer Service

Communication Skills

Call Center Experience

Staffing/Scheduling

Education

High school diploma or equivalent

Tools

CRM software

Job description

Assist manager with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage and assist supervisor with staffing issues. Act as escalation point for resolving customer issues.

Job Description

• Oversee a team of Customer Service Representatives who handle customer service inquiries and problems
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures
• Acts as an escalation point for resolving customer issues
• Evaluates the quality of representatives' calls and provides feedback on strengths and areas for improvement
• Provides input for performance appraisals
• Provides coaching and mentoring to less experienced call center personnel.
• Takes calls in the queue as needed
• Ensures new representatives are set up with appropriate software and systems
• Recommends streamlining opportunities and process improvements
• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
• May be responsible for training Customer Service Representatives
• May serve as a backup to the supervisor in their absence
• Other related duties assigned as needed

Requirements

• High school diploma or equivalent
• Minimum4 or more years of experience in a call center environment
• At leastone year in a senior level job
• Knowledge of the company's products, services
• One or more years of financial services experience is preferable
• and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. The company participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.