We are seeking an experienced Team Lead to oversee a team of agents in our inbound contact center for a US client.

Key Responsibilities

• Supervise and manage a team of 25 agents and ensure adherence to a 8-hour login period
• Monitor call center metrics.
• Conduct weekly call audits and provide coaching to improve performance.
• Handle customer escalations and ensure efficient issue resolution.
• Work closely with trainers and Quality Analysts to improve agent productivity and service delivery.
• Provide daily, weekly, and monthly reports on team performance and SLA compliance.
• Assist in forecasting call volumes and scheduling staff shifts to meet demand.

Requirements

• Bachelor’s degree preferred (or equivalent experience in a contact center).
• 2+ years of experience as a Team Lead in a call center environment.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving abilities.
• Experience in call monitoring, quality assurance, and performance coaching.
• Ability to work in a 24/7 shift-based environment.

If you have the leadership skills and experience to drive performance in a contact center, apply today!