Team Lead
On-siteWichita, Kansas, United States
Job Summary
Provide daily leadership and support to a team of approximately 12 agents, ensuring they have the guidance and resources needed to perform at a high level. Maintain direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time. Review individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance. Deliver real-time coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations. Oversee attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness. Identify performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary. Foster a positive, accountable, and results-oriented team culture where Specialists are engaged, motivated, and aligned with overall service goals.
Required Qualifications
- 2 years in a contact center environment with prior leadership or senior agent experience
- Demonstrated coaching and mentoring skills with measurable performance improvement
- Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.)
- Ability to analyze performance metrics and implement action plans
- Effective conflict resolution and engagement capabilities
- Strong organizational skills with the ability to manage multiple priorities
- Proficiency in CRM platforms and workforce tools
- 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
- Leadership development or supervisory training certification
- Experience supporting escalations or client‐facing communications
- Exposure to performance management frameworks or engagement programs
Additional Requirements
- Must be authorized to work in the country where the job is based
- Willing to submit up to a LEVEL II background and/or security investigation
- Willing to submit to drug screening (Does not apply in Canada)
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