Call Center Team Lead

Jobgether

4d • Remote

About The Position

This role is a hands-on leadership position focused on driving operational excellence and delivering exceptional customer experiences in a fast-paced call center environment. You will lead a team of Member Engagement Representatives, ensuring performance standards are met while coaching, mentoring, and motivating team members. The role requires close collaboration with leadership and cross-functional teams to manage daily operations, resolve escalations, and implement process improvements. You will monitor key metrics, optimize workflows, and maintain adherence to quality standards, while fostering a culture of accountability and continuous improvement. This is an ideal opportunity for a proactive, organized leader with strong communication skills and the ability to thrive in a dynamic environment.

Requirements

• 3+ years of experience in a call center or customer support environment.
• 1+ year of experience in a team lead, supervisory, or leadership role.
• Strong verbal and written communication skills with the ability to think and problem-solve in real time.
• Demonstrated ability to coach, motivate, and develop team members to achieve performance goals.
• Confidence managing escalations and communicating effectively with internal and external stakeholders.
• Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
• Strong organizational skills and ability to multitask while maintaining focus on continuous improvement and team success.

Nice To Haves

• Experience in healthcare or insurance industries is preferred but not required.

Responsibilities

• Lead, support, and develop a team of call center representatives, providing coaching, feedback, and recognition to drive high performance.
• Partner with management to oversee daily call center operations, including queue management, shift coverage, and work allocation.
• Monitor real-time performance metrics and address escalations to ensure timely and effective resolution.
• Collaborate across teams including Client Success, Product, and Operations to resolve issues and align on goals.
• Implement process improvements to enhance efficiency, streamline workflows, and improve the overall customer experience.
• Document performance, track team progress, and deliver actionable insights to leadership for decision-making.

Benefits

• Competitive salary with opportunities for performance-based bonuses.
• Fully remote role within the United States.
• Flexible work schedule and paid time off.
• Career growth and development opportunities.
• Collaborative and mission-driven work environment that values teamwork and continuous improvement.
• Opportunities to contribute to operational innovation and process enhancements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed