Team Leader

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Act as the primary escalation contact for Tier 2 inquiries.

• Provide daily guidance and communication to team members handling service, technical, marketing calls, chats, emails, and transactions.

• Regularly assess processes and procedures, recommending enhancements to operations, efficiency, and service delivery.

• Offer statistical and performance insights along with daily coaching to team members.

• Assist employees facing work or personal challenges through coaching, counseling, guidance, and resolution.

• Draft and conduct performance evaluations aimed at skill enhancement.

• Oversee nesting agents, ensuring their performance meets standards before transitioning them to the operations floor.

• Implement performance interventions to expedite learning.

• Motivate Customer Service Representatives to meet KPIs and metrics.

• Collaborate with the Operations Manager to address customer complaints and issues.

• Manage employee-related concerns and oversee transaction monitoring.

• Track team performance using metrics such as NPS, CSAT, FCR, adherence, and attrition.

• Ensure adherence to company policies, procedures, guidelines, rules, and work standards by employees.

• Apply performance management and disciplinary actions consistently and fairly.

⛳️ Requirements

• A minimum of 2–4 years of experience in customer service, contact center operations, or a similar field.

• Previous supervisory or team leadership experience is preferred.

• Demonstrated ability to lead, coach, and develop frontline teams to meet performance objectives.

• Strong understanding of contact center KPIs, including CSAT, NPS, FCR, adherence, productivity, and quality metrics.

• Exceptional leadership, communication, coaching, conflict resolution, and decision-making abilities.

• Experience managing customer escalations, performance management, and employee relations.

• Proficiency in CRM, workforce management, and reporting tools.

• Capability to analyze performance data and promote continuous improvement.

• Ability to multitask and prioritize effectively in a fast-paced, metrics-oriented environment.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

• Employee recognition programs and incentives.