Call Center Team Lead
On-siteKilleen, Texas, 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. Coach and develop team members on service standards, best practices, and performance reviews to drive maximum quality and production. Monitor performance metrics, set goals, and manage scheduling while collaborating with QA, Training, IT, and Recruiting departments. Oversee payroll submissions, support hiring and onboarding, and serve as a subject matter expert on client-specific operations. Ensure adherence to corporate policies and foster a culture of accountability and personal excellence across remote and on-site employees.
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 a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
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