Call Center Team Lead

Job Title: Job Center Team Lead Location: South Charleston, WV (Onsite role) Job Description: We are seeking a Job Center Team Lead to join our South Charleston office. This role serves as the first line of management for team members in a high-volume customer retention contact center. The Team Lead will coach, motivate, and guide employees while ensuring performance goals and deadlines are consistently met. Responsibilities: Provide daily functional supervision including work assignment and attendance monitoring. Identify, monitor, and resolve performance, behavior, and attendance issues. Coach team members regularly and conduct bi-annual performance reviews. Deliver constructive feedback using effective communication and coaching techniques. Build and maintain relationships with supporting business units to resolve team member issues. Assist with hiring, training, and development of staff. Handle calls during peak periods. Analyze performance trends and assist with creating action plans. Ensure compliance with company policies and applicable legal requirements. Support and assist other team leaders when necessary. Participate in candidate interviews and the selection process. Demonstrate flexibility with varying shifts and unanticipated events. Uphold professional communication and customer service standards. Perform other duties as assigned. Minimum Requirements: Team Lead or supervisory/management experience. Experience in customer retention in a contact center. Strong communication skills (written and verbal). Excellent interpersonal, analytical, and problem-solving skills. Ability to multitask in a fast-paced environment. Associate degree, Technical Program completion, or equivalent experience (Bachelors preferred). Preferred Qualifications: 2+ years of call center experience or equivalent. Customer service experience in a high-volume environment. Strong understanding of customer service or help desk operations. Job Type: Full-time Benefits: 401(k) with company match Health, dental, vision, and life insurance Paid time off Work Location: In-person (South Charleston, WV) How to Apply: Interested candidates should apply directly or send their resume to .

Created: 2025-08-22