Call Center Team Lead at Jobgether – United States
Jobgether
United States, United States
Posted on
NewJob Function:Admin/Clerical/Secretarial
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About This Position
Call Center Team Lead
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Call Center Team Lead in United States.
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.
Accountabilities:- 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.
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.
- Experience in healthcare or insurance industries is preferred but not required.
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.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location
United States, United States
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