Team Lead (Supervisor) (Temporary Contract)

IntouchCX; Town of Florida (NY); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Industry-leading medical, vision, and—

Dental plans and paid time off

Job summary

IntouchCX is seeking a Team Lead (Supervisor) to guide front-line Customer Service Representatives and maintain high-quality customer interactions. The role requires knowledge of partner products, strong coaching, and the ability to drive performance through metrics and training.

You will operate in a fast-paced environment, managing schedules, escalations, and staff development while embodying our cultural values and commitment to excellent service.

Qualifications

• 1–2 years in contact center or customer service, with at least 1 year in a supervisory role.
• Experience handling escalated issues in a contact center setting.
• Typing speed of 30 WPM with accuracy.
• Ability to work a variety of shifts including days, evenings and holidays.

Responsibilities

• Manage and supervise Customer Service Representatives (CSRs).
• Ensure proficient training, professional development and staff engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production levels and identify root causes.
• Develop solutions to improve business performance and partner success.
• Coach teams in real-time and motivate through incentives.
• Coordinate staffing changes with Operations Support/Workforce teams.
• Collaborate with HR, IT and other departments to resolve issues.
• Contribute expert knowledge on partner products and promotions.
• Model company values and uphold cultural standards.

Skills

Team leadership

Communication

Time management

Typing 30 WPM

Education

High school diploma or equivalent

Post-secondary education / business 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 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 is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters

Benefits of Working as a Team Lead (Supervisor)…

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities