Team Lead – Call Center

Coforge; Augusta (GA); On-site; USD 27,552; Full time

Job summary

A prominent call center management company is seeking a motivated Call Center Team Lead in Augusta, GA. In this essential role, you will oversee a team of 15–20 customer service agents, coach them for optimal performance, and ensure smooth daily operations. With prior supervisory experience in a call center, strong leadership and analytical skills are critical. This is a full-time onsite position which offers an opportunity to lead and motivate your team effectively.

Qualifications

• Previous Team Lead or Supervisory experience in a call center.
• Background in customer service or retention.
• Strong analytical and problem-solving abilities.

Responsibilities

• Supervise, coach, and support a team of call center representatives.
• Conduct regular coaching sessions and deliver performance evaluations.
• Address performance, behavior, and attendance issues promptly.

Skills

Strong communication skills

Coaching ability

Leadership skills

Analytical skills

Multitasking

Education

Associate degree or equivalent experience

Bachelor’s degree preferred

Job description

Team Lead – Call Center (Onsite)

Location: Augusta, GA

Pay Rate: $20/hr on W2

Shift Timing: Monday–Friday, between 8:00 AM – 8:00 PM EST

Employment Type: Full-Time, Onsite

About the Role

We are seeking a motivated Call Center Team Lead to oversee a team of customer service and retention agents at our Augusta, GA location. In this role, you will coach and develop agents, manage daily operations, and ensure strong team performance. You will supervise 15–20 agents and help maintain a positive and productive work environment.

Key Responsibilities

• Supervise, coach, and support a team of call center representatives.
• Conduct regular coaching sessions and deliver performance evaluations.
• Address performance, behavior, and attendance issues promptly.
• Review and analyze performance dashboards and reports to identify improvement areas.
• Support workload distribution, schedule adherence, and daily operations.
• Handle customer calls during peak times when needed.
• Collaborate with Training, Quality, and Workforce teams.
• Participate in interviewing and onboarding new hires.
• Maintain a positive, motivating, and professional team environment.

Requirements

• Previous Team Lead or Supervisory experience in a call center.
• Background in customer service or retention.
• Strong communication, coaching, and leadership skills.
• Ability to multitask and work in a fast‑paced environment.
• Strong analytical and problem‑solving abilities.
• Associate degree or equivalent experience (Bachelor’s preferred).
• Ability to work onsite in Augusta, GA.

Preferred Qualifications

• 2+ years of call center experience.
• Experience in high‑volume customer service or retention operations.
• Familiarity with call center metrics, reporting, and performance management.