Call Center Team Lead
On-siteWichita, Kansas, United States
Job Summary
Lead and manage a team of 15–25 front-line agents handling inbound customer service calls, ensuring call quality from start to finish and driving continuous improvement in productivity and sales results. Coach team members on service standards and best practices, conduct regular performance reviews, and provide feedback to foster accountability and personal excellence. Monitor performance metrics, set goals, manage scheduling and workforce planning, and oversee payroll submissions while collaborating with QA, Training, IT, and Recruiting departments. Serve as a subject matter expert on client-specific operations and manage both remote and on-site employees as needed. Requires minimum of 3 years call center experience or 1 year in management, an associate's degree, and proficiency in Microsoft Office. Full application including screening questions and pre-employment assessment required.
Required Qualifications
- Minimum of 3 years of call center experience or 1 year in a management role
- Associate's degree or equivalent combination of education and experience
- Strong interpersonal and communication skills
- Proven leadership and staff development experience
- Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
- Experience with call center tools and KPI/SLA management
- Conflict resolution and problem-solving skills
- Ability to thrive in a fast-paced, high-pressure environment
- Strong organizational and time management skills
- Clear, concise verbal and written communication
- A proactive, solution-oriented mindset
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience in military, local, state, or federal government environments
- Degree from an accredited two- or four-year college or university
- Experience managing both remote and on-site teams
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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