Team Leader Remote

Transcom; Kansas City (MO); Remote; USD 50,000 - 70,000; Full time

Job summary

A global customer experience company is seeking a Team Leader to manage and coach a team of Customer Service Advisors. Your primary focus will be on performance management, ensuring adherence to guidelines, and meeting Key Performance Indicators. This remote position offers benefits such as medical insurance and paid vacation time. Ideal candidates will have strong leadership skills and a passion for coaching others.

Benefits

Paid Vacation Time

Medical, Dental, Vision Benefits

401(k) investment options

Employee Assistance Program

Career advancement opportunities

Qualifications

• Proven track record of performance management and coaching excellence.
• Strong communication skills in English, both verbal and written.
• Ability to work a flexible schedule including nights and weekends.

Responsibilities

• Lead and manage a team of Customer Service Advisors.
• Evaluate and coach performance, providing constructive feedback.
• Ensure team meets Key Performance Indicators and targets.

Skills

Performance management

Coaching effectiveness

Excellent communication skills

Organizational skills

Data analysis

Education

High school diploma or GED

Job description

General Information

Location: Work at Home

Job ID: 8421

Job Category: Operations

Language Requirement: English

Description

The Team Leader (TL) is directly responsible for performance management inclusive of all Transcom and client specific Key Performance Indicators (KPI). To effectively manage his/her team, the Team Leader will primarily be focused on preparing and executing effective coaching conversations, managing performance and accountability, and ensuring Customer Service Advisors (CSA) are following Transcom and client guidelines and procedures.

What's in it for you?

• Position as a Transcom employee
• Paid Vacation Time
• Benefits for you and your family - Medical, Dental, Vision
• 401(k) investment options, with employer-match opportunities
• Employee Assistance Program
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
• Career advancement

What will you do?

Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by "building their bench", monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.

Responsibilities by Area

• Lead team of Customer Service Advisors
• Coach, develop, motivate and support direct reports to ensure they provide best-in-class customer service on all interactions
• Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives
• Collaborate with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage best practices
• Open to feedback and guidance from leadership
• Adapt leadership style to individual needs to maintain motivation
• Create culture and environment conducive for CSA success by promoting and recognizing personnel and initiatives to drive engagement and performance
• Maintain high employee engagement and satisfaction
• Lead by example with accountability for action on progressive discipline procedures

Performance

• Drive culture of accountability, continuous improvement, and personal excellence
• Self-reliant; prioritize objectives, identify and implement solutions for performance issues
• Accountable for direct reports and team KPI achievement
• Understand and meet Key Performance metrics and targets
• Review and evaluate performance reports to identify strengths and opportunities
• Create individual targets through customized coaching plans

Quality

• Communicate key messages to ensure direct reports are informed about changes or incidents
• Prioritize objectives with minimal assistance; identify issues and implement solutions
• Work output prioritized with proper time management and accuracy
• Monitor CSAs with regular feedback and live/recorded call observations
• Participate in Transcom and client calibration sessions

Additional Specific Duties & Responsibilities

• Be actively involved in problem solving and propose process improvements
• Implement and respect Transcom standard practices
• Conduct yourself in a manner consistent with company values
• Drive and foster a culture of positive performance
• Make Transcom an enjoyable place to work for everyone

Qualifications and Experience

To qualify for this role you must have/be...

• Proven track record of performance management, development of talent, and coaching effectiveness
• Dependable and consistent
• Nimble thinking, high energy, passion and persistence, resourcefulness
• Excellent communication skills including active listening, empathy, conciseness, and clarity
• Passion for coaching excellence, providing constructive feedback, and developing talent
• Positive outlook, enthusiastic team player attitude
• Driven by delivering results
• Strong communication skills - verbal and written in English
• Good understanding of CRM best practices; ability to set SMART targets
• Ability to analyze results and make data-driven decisions
• Understand basic mathematics for reporting and analysis
• Strong organizational and time management skills
• Focused on setting clear objectives and priorities
• Good understanding of mobile and computer technology
• Ability to work a flexible schedule including nights, weekends, and holidays
• Successful completion/passing of criminal background check

It will help if you have...

• 2-5 years of leadership experience in a contact center/BPO
• Direct reports of at least 10 people
• Experience working in self-driven environments
• Previous experience managing a team in onsite and virtual environments
• Knowledge and understanding of Transcom procedures
• Experience with Training or Quality Assurance in a call center

Requirements

The following items are mandatory pre-employment requirements and/or skills/experience required for success in this role.

• At least 18 years or older
• A high school diploma or GED
• Able to successfully pass a criminal background check

Location Requirements

Must live and work in one of the following states: AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV. There is a site in Greenville, South Carolina. Remote applicants within 50 miles of the Greenville site cannot be considered.

Work at Home Requirements

• Transcom provides equipment (computer, monitor, headset) with a built-in webcam for training and meetings
• Must have a secure, quiet, distraction-free work environment during scheduled shifts
• Home office must be a private room with a door
• Monitor should not face a window if the office is on the ground floor
• Home internet must be hardwired (DSL, Fiber, or Cable) via Ethernet
• Dial-up, wireless, mobile hotspot, or satellite internet cannot be used
• Minimum speeds: download 20 Mbps, upload 3 Mbps, ping <100 ms
• A company-provided computer is available, but you must have a home desktop or laptop with Ethernet for assessments during application

Life at Transcom

Transcom is a global customer experience specialist with 30,000+ specialists across 90 centers in 28 countries, delivering services in 33 languages. We are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces.

We are recognized by FlexJobs as #8 on the Top 100 companies to watch for remote work in 2025.

At Transcom, we are committed to our clients and to each other. We welcome you as you are and offer opportunities for growth and development.

We are the voice of our clients. We are Transcom. We are passionate about people and look forward to meeting you!