Team Leader

Support Services Group; Waco (TX); On-site; USD 48,000 - 62,000; Full time

Job summary

Support Services Group in Texas is seeking a Team Lead to serve as a SME for call center processes and policies. You will support inbound and escalated calls and supervise Customer Service Professionals on floor operations.

The role requires strong communication, QA focus, and the ability to coach staff on technical calls and client policies. You will oversee performance, handle escalations, and drive first call resolution in a dynamic environment.

Qualifications

• High School graduation or equivalent.
• At least 1 year of call center experience.
• Previous supervisory/leadership experience preferred.
• Experience servicing S2G clients preferred.
• Some college is a plus.

Responsibilities

• Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.
• Assist Customer Service Professionals with escalated customer calls to ensure QA standards.
• Coach CS Pros on technical aspects of calls based on QA monitors, client feedback and performance metrics.
• Oversee CS Pros’ behavior on the floor, including schedule adherence and statuses.
• Escalate repeated behavioral issues and policy violations to the team manager.
• Provide frontline support to CS Professionals for processing transactions and policies.
• Act as SME for multiple brands.
• Research and troubleshoot escalated calls to resolve issues and drive first call resolution.
• Perform duties of CS Pros during high call volume and resolve inquiries.
• Meet and exceed quality and customer satisfaction goals.
• Escalate issues to management when needed.
• Make recommendations to management on process improvements.
• Abide by corporate policies and handle confidential information.
• Foster a positive, professional work environment.
• Resolve interdepartmental problems quickly.
• Other duties as assigned.

Skills

Customer service

Call center ops

Coaching & mentoring

QA & metrics

Communication

Confidential handling

Flexible schedule

Bilingual a plus

Education

High School or equivalent

1+ year call center exp

Supervisory exp (Preferred)

Experience with S2G clients (Preferred)

Some college preferred

Job description

Team Lead

Department: Operations

Reports to: Program Manager

Job Summary

The purpose of the Team Lead is to be a subject matter expert (SME) on all call center processes and policies. Primary duties are to support inbound and escalated calls referred by Customer Service Professionals as well as oversee Customer Service Professionals’ behavior when providing floor support.

Duties/Responsibilities

• Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.
• Assist Customer Service Professionals with escalated customer calls to ensure quality assurance standards are maintained.
• Coach Customer Service Professionals on the technical aspects of calls resulting from QA monitors, client feedback and performance metrics (such as average handle time).
• Oversee Customer Service Professionals’ behavior when providing floor support, including schedule adherence, proper use of statuses, etc.
• Escalate repeated behavioral issues and policy violations to the team manager.
• Provide front line support to Customer Service Professionals, answering complex questions related to processing transactions, product knowledge, client policies/procedures and/or use of systems.
• Act as a subject matter expert for multiple brands.
• Research and troubleshoot escalated calls with customers and Customer Service Professionals; implement best course of action to resolve issues and drive first call resolution.
• Perform duties of Customer Service Professionals during high call volume periods as needed and effectively resolve customer inquiries.
• Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company values and standards.
• Escalate issues or immediate needs to management that may impact the department and/or client.
• Make recommendations to management team related to continuous process improvement in order to pinpoint and resolve problems, reduce errors, and prepare for marketing drives, procedural changes, new product roll out, system changes, etc.
• Abide by corporate policies and procedures in all aspects of employment; must handle confidential information appropriately.
• Foster a positive, successful, and professional work environment.
• Resolve operational and interdepartmental problems quickly.
• Other duties as assigned by management.
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent knowledge of customer applications.
• Proficiency with personal computers including Microsoft Word software.
• Working knowledge of Excel, Power Point and other Microsoft Office products.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Demonstrated proficiency in effectively interacting with customers and employees; able to handle de‑escalations to a positive end.
• Ability to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training.
• Ability to appropriately handle confidential information.
• Flexible with regards to work schedule.
• Bilingual a plus (Preferred).

Education and Experience

• High School Graduate or equivalent.
• Minimum of 1-year previous experience as a call center representative.
• Previous supervisory/leadership experience (Preferred).
• Experience servicing the S2G clients (Preferred).
• Some college preferred.

Physical Requirements

• Light Work Examples: Work performed primarily while sitting at workstation; frequently operating computer keyboard and other office equipment; frequently gaining access to documents which may involve bending, stooping, lifting and reaching; occasionally walking and standing to assist Customer Service Professionals.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.